Some Post Enterprise Connect Thoughts

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We’ve partnered with some of the world’s leading service providers not only for service assurance, but for contact center assurance testing and test automation as well. Making the business case for SIP Trunking in 2016 seemed akin to making the business case for combustion engines.

Top 3 Secrets of a Test Automation Hero

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Test Automation Hero

It’s ironic but most QA engineers spend the vast majority of their time doing something other than testing. Those other activities include setting up and tearing down environments, reading documentation, writing test plans, interfacing with engineers, and creating reports.

Top 10 Ways to be a Test Automation Hero

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Testing Automation Hero

Many quality initiatives are doomed to fail right from the start. There are a number of reasons for this failure including that the initiative was just an afterthought to an ongoing project or worse, part of an ill-defined long term strategy. Organizations with contact centers and IP telephony environments need to ensure their customers have […]

Customer Service Automation: Do it Right!

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Customer Service

OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. And when I need to talk to an agent, he or she already has some of my basic information. Right? Well, sometimes.