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Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. Our goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
AUTOMATED LOAD TESTING
Validating that your contact center solution is fully functional and configured as designed is critical to delivering intended customer experiences. Customer loyalty should never be sacrificed as a result of incorrect call routing, scripting, screen pops or recording, so it's critical to incorporate automated performance and load testing managed services into your voice solution strategy. As a result, enterprises can protect their contact center ROI by gaining confidence and visibility through:
__ End-to-end performance and load testing in the production environment
__ Externally generated telephone calls that measure all aspects of the customer experience
__ Comprehensive call scenarios that validate process flow
With Automated Load Testing, Clarus Systems generates and delivers live calls to your contact center through the public telephone network to ensure customers receive a satisfactory experience during normal and peak times. Proactively load testing a contact center communication system end-to-end before a peak period gives organizations a clear view of system performance under high load.
KEY BENEFITS
__ Reduce risk and gain confidence that all components work together to provide the desired customer experience
__ Flexibility to validate screen pop & call routing technologies
__ Resolve issues before they impact customer loyalty
__ Performance measured and benchmarked for future comparison
__ Positive customer and team collaboration including shared performance expectation
RESULTS
__ Validate the solution and proactively resolve issues prior to deployment
__ Continuous process improvement including benchmark testing
__ Ensure customers have the desired experience
__ Manage call routing & screen-pop functions under various load conditions
__ Measure response times at all steps in the calling process
AVAILABILITY MONITORING
Proactive end-to-end monitoring can help you manage contact center solutions more effectively by validating that system availability meets service level requirements. By emulating the customer experience through regularly scheduled calls or transactions, we provide actionable insight into exactly what's happening when your customers call into the contact center. The calls and transactions are configured to follow prescribed test cases and to evaluate system responses at each step of the process. Variances are immediately identified and notification alerts are sent to business process owners.
FEATURES
__ Enterprises set parameters within their existing workflow for specific alerts of interest that relate to their goals and objectives
__ Consistent alert interface that help lower downtime, improve overall productivity and automate the data gathering effort to reduce the time to repair and recover
__ Real-time data on call detail records including time stamps, ANI, dialed number, test cases, error notification detail reports, etc.
__ Remotely access the communication system without any on-site hardware or software
KEY BENEFITS
__ Immediate notification of issues via alerts
__ Indicates if changes have occurred in the solution or production environment prior to impacting the caller experience
__ Monitor performance trends to alert that it's time to tune the system configuration or upgrade capacity
__ Performance statistical reporting & trend analysis
__ Empower Tier 1 responders to troubleshoot more effectively
FEATURE FUNCTION TESTING
Have you ever called into your bank to check your balance and have been given the option to do so via automatic prompts? Each option you choose in this self-service application is part of a complex menu tree. Feature Function Testing verifies that the right prompts, information, and transactions are happening at the right time, so that you, the customer, are accessing the information you intended.
In order to test that every dialogue state is fully functional and working as designed, Clarus Systems leverages Feature Function Testing to automatically make hundreds, even thousands of phone calls to verify various path combinations. As a unique deliverable, the data from each call is then logged and recorded, and can be accessed anytime online.
FEATURES
__ Precise evaluation of prompts and timing to confirm customers have the intended experience
__ Error tracking and analysis including detailed, recorded call logs
__ Automated test call & case generation and execution
__ Results available on-line to facilitate communication & corrective action
KEY BENEFITS
__ Reduce risk during implementations or when a change has occurred
__ Recordings & measurements isolate issues for faster resolution
__ Confidence that each variable path is developed as designed
__ Save time by leveraging existing documentation
__ Isolate tuning issues
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