Resources

Automated, Collaborative Testing

How to Tame CX Disruption with Automated, Collaborative Testing

In a DevOps world, development, QA and operations teams, by design, work collaboratively. Nowhere is this more critical than in the complex, ever-changing contact center environment.


Network Assurance

Quality of Experience in the Digital Transformation Era

QoE in the Digital Transformation Era explores best practices for scoring QoE in today’s complex technological landscape.


Mobile Devices

Mobile Device Analytics

This whitepaper examines these factors in detail, as well as the nature of customer behavior regarding device retention and perception of service quality.


Contact Center Team

Top Metrics to Achieve Contact Center Assurance

This whitepaper outlines some of Empirix’s top metrics for aligning Agile development methodology and Six Sigma to create a comprehensive contact center assurance strategy.


Network Testing

Critical Importance of True Modeling and Runtime Capabilities to Achieve Adequate Customer Experience Testing

Learn how to separate and control environmental conditions and test data based on the intent of the test case and the design of the system being assessed.


Contact Center Reliability

The Future of IVR Customer Service Assurance

How can providers proactively serve customers while empowering them to use self-service tools and programs?


Mobile Data Quality

Understanding Quality of Experience for Mobile Data

Mobile network operators (MNOs) must adapt to a rapidly changing market.


KPI Classes for Customer Satisfaction

The 5 KPI Classes Driving Customer Experience Management

When employed correctly, service providers can greatly differentiate themselves from the competition through customer experience management.


Mobile  CX Assurance

NOC to SOC: A Next-Generation Approach to Understanding Proactive Customer Experience Assurance

This new approach to operational management provides a real-time view of how customers are experiencing each service.


Customer Support Team

Getting the Most out of Your Migration to SIP Trunking

This white paper outlines the benefits and challenges involved in migrating to SIP trunking and provides guidance on how best to maximize return on investment in a SIP trunking environment.


Call

Voice Biometrics Pre-Deployment Test Methodologies

Voice-based authentication of callers, or voice biometrics, provides a user-friendly method to secure customer care interactions.

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