Automated
end-to-end testing
For voice, IVR and digital channels
Secondary, link to resource
What is the 'unhappy' path driving customers to seek better service experiences elsewhere?
Do these events happen regularly?
What happens when technology exceeds assumed capacity?
Does the service still stand up under pressure?
Or sometimes it works. Other times not at all?
What happens to the customer experience as a result?
How long before you spot an issue and fix it? Meanwhile, what is the damage?
Pinpoint performance shortfalls during the lifecycle of customer interactions
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The transfer of calls from the carrier network.
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The triaging and routing pathways linking customer need with best available options.
Information that advisors need on their desktop to kickstart a relevant dialogue.
reference stats
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Infrastructure upgrades
A major new release of your telephony platform means validating the
entire end-to-end voice path; systems, workflow and integrations still work.
Significant network upgrades mean ensuring new SIP trunk capacity mirrors IVR capacity to avoid dropped calls or queuing.
Your data infrastructure, the backbone of the Contact Center voice and data traffic is upgraded or patched due to outdated, legacy networking components.
Your IVR experience is transitioning from DTMF-based, structured applications to unstructured, 'ask me anything' digital voice.
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Moments of truth frame public perception of what it feels like trying to get something to happen using your contact center
key materials
Additional resources
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Customers who trust us
World leading organisations are using our products
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An essential capability within your broader CX toolkit
To get an accurate picture of the customer interaction experience, you need a complete view of what happened.
Why do you need end-to-end testing?
Testing delivers the actionable insight needed to fix problems, and ongoing monitoring ensures they get fixed fast.
Satisfy the need to measure operational effectiveness and quickly assess these events' impact on your customers and advisors.
Business needs demand compressing the usual activity cycle that allows new technology to be safely introduced into a live environment.
Testing delivers the actionable insight needed to fix problems and ongoing monitoring ensures they get fixed fast.
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The updating of core systems once interactions are complete.
The need to anticipate new capacity challenges drives the need for more rigorous testing of various of revised peak demand scenarios to understand how this impacts business continuity plans and SLA management.
High demand might originate from the effect of global supply chain issues or more extreme weather events such as an expected peak, travel disruption, seasonal retail sales or an e-commerce outage.
Business continuity planning
Customers or advisors have complained about specific service quality issues such as time to connect or latency in an IVR prompt.
An omnichannel shortfall such as lost context as customers switches between a specific combination of channels.
Negative user feedback
What happens when every multi-tenancy client needs their CCaaS vendor capacity simultaneously?
Imagine you were sharing this with Healthcare, Travel and Banking brands during the height of the pandemic as a worst-case scenario.
Have you requested proactive reporting on the times when calls fail to reach IVR because of their network capacity issues?
Could independent testing provide peace of mind in these scenarios?
CCaaS vendor capacity
Contact centers are vital touchpoints, but there can be many invisible points of frustration for customers in the complex, constantly adapting world of contact centers. It is one thing to design memorable customer experiences, but it is another to make sure they work as planned, a daily challenge for customer service.
A major new release of your telephony platform means validating the
entire end-to-end voice path; systems, workflow and integrations still work.
Significant network upgrades mean ensuring new SIP trunk capacity mirrors IVR capacity to avoid dropped calls or queuing.
Your data infrastructure, the backbone of the Contact Center voice and data traffic is upgraded or patched due to outdated, legacy networking components.
Your IVR experience is transitioning from DTMF-based, structured applications to unstructured, 'ask me anything' digital voice.
Infrastructure upgrades
Verify that customer interaction and agent experiences perform as intended, up to peak capacity and beyond.
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