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.
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 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.
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.
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.
The Future of IVR Customer Service Assurance
How can providers proactively serve customers while empowering them to use self-service tools and programs?
Understanding Quality of Experience for Mobile Data
Mobile network operators (MNOs) must adapt to a rapidly changing market.
The 5 KPI Classes Driving Customer Experience Management
When employed correctly, service providers can greatly differentiate themselves from the competition through customer experience management.
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.
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.
Voice Biometrics Pre-Deployment Test Methodologies
Voice-based authentication of callers, or voice biometrics, provides a user-friendly method to secure customer care interactions.