The tools and features within Occams' Experience Testing platform deliver advantages and efficiencies throughout the migration, from initial planning through to deployment and monitoring of the live environment for long term gains.
Let’s see how it works:
Occam accomplishes a smooth migration by first baselining the contact centers current environment by mapping the existing IVR and documenting current applications that can be shared internally with all teams working on the project. This benchmark and discovery phase allows you to measure current operations to demonstrate areas of improvement that can be delivered when migrating.
Once imported, our Experience Testing System automatically creates tests based on the original on-premise configuration or, if updated, of the new cloud deployment. From here you can evaluate, optimise and improve your IVR design.
With fully editable test scripts in place, you're able to continually test systems from the perspective of the customer throughout the development process allowing you to accelerate development while assuring quality.
Once development and functionality testing have been completed, Occams' verification service mimics high volume customer interactions and interrogates every element of the customer experience from the initial connection with your carrier all the way through to the performance of the agents' tools to ensure that all systems have been built, and are operating, to specification.
Finally whether in pre-production or production, the ETS monitoring feature allows you to continue to perform proactive consistent testing from the perspective of the customer. Any issues will be flagged, allowing you to resolve them before they create a negative impact, ensuring system stability and that the desired customer experience is consistently delivered.
Accelerate the transition over to cloud and, once deployed, provide continual insights and feedback to add value for your customer with the Occams' Experience Testing System and assurance packages.
Map out a customer's existing contact center operations from the perspective of the customer and document an accurate and up to date overview of the customer’s existing operations in a format that can be exported and shared.
Test scripts are automatically built from the data captured within Architect and can be executed to ensure systems are operating as expected from the perspective of the customer.
Test continually throughout deployment to keep the process on track and to help to reduce the time and cost to deliver the migration.
Replicate peak traffic conditions across the customers entire infrastructure to understand how the new deployment operates.
Ensure that platforms continue to operate as expected through proactive monitoring of the environment.