When IVR Technology Fails…

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Customer Experience Failure

We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.

Ensure a Great Customer Experience: Start Your 30-day VoiceWatch Trial

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VoiceWatch IVR Trial

VoiceWatch, Empirix’s proactive contact center performance monitoring solution, is quick to identify current and future issues and their unique causes. Using transactional call flows to navigate a customer’s end-to-end experience via automation, VoiceWatch measures the availability, accuracy, and performance of network components, voice solutions, and back-end database systems. This empowers users to identify and fix problems before they impact customers.

Safeguard Your CX: Testing and Monitoring Solutions for the Enterprise

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CX Safeguard

With customers at the heart of every company, organizations who align their business strategies with the evolving demands of their customer base have an advantage. Nowhere is this more true than in contact center environments, which carry the burden of providing a quality customer experience when it is most needed. Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected. Why put customer experience at risk?

The Happy Effects of a Positive Customer Experience

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Positive Customer Experience

Obviously, the first step in all of this is to provide a positive customer experience. There are many ways to accomplish this. For example, be polite to your customers. Offer them products and services that make sense according to their previous purchase history. Ensure that when they call in with a question or issue, the technology involved to get them the right answer helps instead of hinders the experience. Help your customer get to the right person in a timely manner – try not to leave them hanging on hold or pressing a number via the IVR that takes them to the wrong person.

If at First You Don’t Succeed, Test, Test Again

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Test Failure

In one recent test Empirix was involved with, callers were complaining about long connection times and poor voice quality during a storm. The company involved conducted a test of its SBC to better understand the origin of the issue. During the test process, the organization discovered that, while having a registration flood of 10,000 concurrent SIP registrations, SIP call setup time doubled. Moreover, jitter increased on the SBC.

End-to-End Testing to the Agent Desktop

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Agent Desktop

Now that you’ve completed infrastructure, SBC and IVR testing, let’s take a look at the last segments of the end-to-end test best practice: CTI Data and Routing testing, and Agent Desktop Integration. CTI Data and Routing Testing CTI Data and Routing testing measures the capabilities and accuracy of the link between your IVR system and […]

Voice Portal/IVR Testing

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Big Data

The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate actual calls into the voice portal/IVR in a controlled way and measure the results at every stage. This is especially important in Unified Communications and Contact Center installations, where the structures are quite complex. Isolating performance issues at each layer enables you to speed the discovery of the source of any problem that might crop up.