Date:January 19, 2015

Testing Contact Centre Systems

This government organization was combining its services across the broader customer portfolio, in turn requiring a consolidated technology and services solution for its Contact Centres.

Challenge: To improve and simplify the process of testing that encompassed such a large amount of change

We were able to assist by providing an automated testing solution for the transitioning of services into new carriers, expanding and upgrading infustratucture, as well as for any new business capabilities and services.

Our testing included:

  1. Functionally testing all of its touch-tone IVR’S
  2. Providing a baseline of performance across is speech enabled IVR’s
  3. Monitoring the end-end customer experience across all its IVR’s
  4. Providing an automation approach for its Voice Biometric applications

 

As well as bringing significant testing expertise to the table our team all have strong contact centre experience as well as business analyst and project management skills. These combine to enable us to easily translate requirements, develop test strategies, manage, and conduct testing across multiple channels, IT environments, and application technologies. This enables us to work more efficiently and easily across:

  • Testing strategy, methodologies, and analysis
  • Routing solutions/call classifier IVRs, and agent desktop systems
  • Open speech design
  • Voice biometrics applications
  • Self-service IVRs
  • MIS and contact centre management systems

 

The end result has been in excess of 25,000 tests that provided the business confidence in its go-live solution.