Monitoring-testing

Is your IVR system continuously delivering the expected customer experience?

If you aren’t automatically monitoring your voice system’s performance on a continuous basis, it’s likely that 3 to 10% of your customers are experiencing issues like:

Lengthy prompt delays, garbled audio, incorrect prompts, data-dip problems, busy signals etc.

TekVision’s Monitoring-Testing service uses our automated testing platform (AIMT) to place calls into your IVR environment. Our service tests any IVR / voice system, including: Cisco, Genesys, Avaya, Interactive Intelligence, Nuance and other platforms. Major features include:

  • End-to-end customer experience performance monitoring-testing using whatever schedule best meets your requirements (e.g. 24x7)

  • Touch-tone and speech applications testing using speech recognition, text-to-speech and DTMF

  • Email & voice alerts for immediate notification of customer experience performance issues

  • Easy-to-use reports provide macro view of test results to pinpoint problem trends and patterns

  • Diagnostic tools and call recordings to support speedy problem identification and resolution

TekVision’s Monitoring-Testing service will enable you to identify and resolve customer experience problems faster to minimize impacts to your customer and your contact center.

HEALTH
CHECKS

IVR Customer experience performance assessment

Load
Testing

Peak-load IVR performance assessment

Soak
Testing

Sustained low volume voice system testing

Functional
Testing

IVR applications, agent and email routing, custom reports

Monitoring
Testing

Continuous IVR Customer Experience monitoring