Empirix, a provider of end-to-end network performance visibility, has launched its Customer Care solution, a new addition to its Customer Experience Assurance (CEA) portfolio. The solution is designed to offer service provider technical support staff a historical view of individual service experience for the entire customer base.
"The service assurance segment is evolving. Service providers now require service assurance solutions that provide greater levels of visibility—not only into their networks, but also into the services and vendor devices deployed," said John D'Anna, CEO of Empirix, in a statement. "But the real change lies in the drive to provide specific insight into the customer base, resulting in information which can empower service providers to enhance their service capabilities as well as reduce churn."
"As communication service providers strive to create competitive differentiation based on superior customer experience, they are increasingly demanding software solutions that can empower customer-facing departments, such as customer care, to quickly resolve service impacting issues. With the introduction of the Customer Care solution, Empirix is addressing this market demand and is well-positioned to help accelerate CSPs' Customer Experience Management (CEM) strategy," he continued.