Like end-to-end testing, monitoring can be grouped into key categories. This will enable you to better focus on issues to get them resolved quickly, with minimal impact to the customer experience.
I’d like to share the top 10 issues Empirix has discovered while working with clients in the past 45 days. Hopefully these insights will help you think about your own communications environment and how it effects the 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.
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.
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 […]
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.
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.