Contact Centres

Contact centres are the critical point of interaction with customers and prospects, so need to be accessible, easy to use and informative. With the wide use of automated technologies like IVR and CRM, complexity and points-of-failure are multiplying. We provide full end-to-end testing and on-going monitoring, measuring right from the PSTN or VoIP, through the IVR's and CTI, into the network and finally to the customer and contact centre agents, using leading edge technology that emulates an actually customer accessing the system.
By accurately measuring the metrics below, we can build up a complete picture of contact centre performance, which is vital for tracking customer experience and troubleshooting: Measure customer/IVR interaction to evaluate performance, response time and accuracy Measure customer/agent interaction to evaluate agent performance Exercise applications with real-world transactions to evaluate all conditions and loads Measure end-to-end performance and voice quality Many contact centres rely on their telephony vendors to test the systems, however they can only test their own products so there is no measure of interaction between cross vendor products, and most importantly there has been no 'real world' test under load. The majority of faults are found under load so it is vital that load testing is part of the testing methodology.
			When on-going monitoring is in place, any problems that occur are immediately reported and correlated with underlying delivery infrastructure to rapidly direct technicians to the root cause of the problem. The Custom Service Dashboard shows real-time status. Using leading edge technology in your contact centres can drive significant improvements in cost reduction and customer’s quality of experience. The excellent ROI that this solution earns is made up of both savings in overrun and delay, as well as less time wasted by contact centre agents due to more efficient systems.