Resources

Tame Customer Experience Disruption with Automated, Collaborative Testing Webinar

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.


QoE in the Digital Transformation Age White Paper

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 White Paper

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.


10 Tips for Developing a Powerful End-to-End Contact Center Testing Plan

10 Tips for Developing a Powerful End-to-End Contact Center Testing Plan

To achieve the time and money savings that pre-deployment testing offers, you need in-depth strategy and execution plans.


Top Metrics to Achieve Contact Center Assurance

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.


Satisfied Customer

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.


Future of IVR Customer Service

The Future of IVR Customer Service Assurance

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


Understanding QoE for Mobile Data

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.


Satisfied Mobile Customer

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.


Call center

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.


Small business owner on laptop

Voice Biometrics Pre-Deployment Test Methodologies

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


CX for Mobile

Introducing Empirix Customer Analytics

The service assurance segment is evolving. Service providers now require service assurance solutions that provide greater levels of visibility not only of the network, but also of the services and vendor devices deployed in the environment.


Poor customer experience

Reducing Customer Churn

Delivering insight into customer churn in the service provider space and illustrating how detailed analysis of the service experience at an individual or group level can minimize churn and increase revenue.

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