Presented By: Bob Hockman, Director of Product Marketing, Empirix
On Demand Date: August 2011 

As the world goes mobile, more and more customer interactions are coming over wireless networks. At the same time, many contact centers are leveraging WiFi, mobile, unified communications, and multi-service technologies to create exciting applications that forge stronger relationships with customers, integrate remote agents, and create new revenue opportunities.

Although users love the convenience of mobile communications, customers still expect a great experience. In a recent report, the Customer Experience Foundation found that 79 percent of consumers reported having experienced poor voice quality with call centers. Even worse, nearly half of the consumers who commented felt that poor voice quality was a sign that companies really didn't value their business. Additionally, a survey conducted by Harris Interactive and commissioned by Empirix found that more than 75 percent of U.S. smartphone users report having occasional service issues.

With so many failure points – internal and external – pinpointing voice quality and application issues can be difficult. Determining from which network the problem originated is complicated. This presentation will provide actionable information for remedying this situation, including:

• Metrics for evaluating user quality of experience
• Strategies for identifying the cause of performance degradation
• Best-practice methodologies for deploying, maintaining, and enhancing contact center solutions for a mobile world