I’m here at the WEBRTC expo in Atlanta, GA, the second expo of its kind. Yesterday afternoon was filled with several hours of demonstrations of WebRTC wares. According to some vendors, this years crowd is double in size then last. I can attest that there are a lot of people here.
Predeployment testing is an obvious win: your organization can save time and money, ensure a great customer experience, ensure technology works as required, and more.
Whether you are setting up a new contact center environment or updating an existing one, there are many factors to take into account. One wrong move and when you go live, the whole structure can come tumbling down. That’s why thorough pre-deployment testing is crucial.
The first step when considering testing contact center networks is to make you have a clear set of goals that others in the organization buy into. Your test plan can affect many other departments in your company beyond the contact center: marketing, finance, etc. You need to get them to buy in and you need to make sure the tests you’re performing covers their needs as well.
Imagine how happy a mobile service provider (MSP) would be if instead of a customer calling in to complain “I’m having trouble with YouTube” they simply said “The video queuing mechanism on server SW-304 is overloaded.” The company could just fix the problem instead of transferring the call to an engineer to manually sort through the hundreds of possible factors that degrade service – all while the caller waits for an answer.
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.
When I talk about end to end SIP I am looking at SIP all the way in from the carrier trunks, through the core infrastructure, and out to the phones (hard phones or soft phones). With that out of the way, let’s talk more about some of the questions that need to be answered and some of the key things that you, the customer, need to do in order to make your SIP deployment successful.
Today we are seeing a great deal of activity as companies migrate from legacy to IP technologies, add new self-service menu options and update routing solutions to ensure people have fast access to the diverse set of information and agent services. Everyone is taking pains to train their staff on the new regulations and how each plan will best meet differing needs.