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Don't let your cloud migration project negatively impact your CX

 

Discover how our robust automated testing system can save you time, mitigate risk, and provide confidence in your cloud migration project, from start to finish. 

When planning out your cloud migration project, a vital part of achieving a smooth migration will rely on a robust testing procedure. Our ETS platform is compatible with all major vendors and provides AI driven CX mapping and validation testing, allowing you to:


- Automatically test your entire CX infrastructure
- Carry out functional testing to ensure systems are operating as expected from the perspective of the customer
- Continually test throughout the migration to reduce unforeseen issues or costs
- Load and stress testing to replicate peak traffic conditions


We offer a full technical de
mo, as well as a test account so you can get your hands on the tools and see the benefits for yourself. Use the calendar to arrange a quick 15-minute call for a time that suits you.

Let's get a date in the diary for your 15-minute migration call

Keep your contact center's cloud migration project on time and on budget

When working with a vendor, validation testing can sometimes be pushed to one side in order to reduce costs with each party making assumptions that the testing is the responsibility of the other. 

 

With a number of different providers and tools needing to work together to deliver a successful contact center deployment.

This oversight can impact the delivery and scope of the initial migration and lead to problems only being identified through feedback from your customers and creating a negative customer experience.

Typically, validation testing will make up less than 1% of your total migration costs, so don't take the risk. 

Our ETS is compatible with all major vendors and we can work with your account manager to avoid costly errors being pushed to production. 

Below is just a sample of actual issues ETS testing was able to identify prior to deployment

  • Carrier SIP trunk misconfiguration limited capacity to 50% so we were only able to connect half of calls.
  • QoS configuration errors caused voice quality issues when call volumes hit over 60% from the CCaaS edge.
  • Incorrect load balancing between SBC's caused calls to fail intermittently.
  • DNS lookup delays for API calls to customer database caused wait times to increase for customers.
  • Resource problems with backend server farms caused data lookups to fail under load, and calls to error/disconnect.
  • External cloud text-to-speech (TTS) capacity limits under load caused error messages and calls to fail.
 
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ETS Migration Features and Capabilities

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.

First, we take a baseline of your current environment, by mapping the existing IVR and documenting current applications to be shared with all teams working on the project. This allows you to measure current operations to demonstrate areas of improvement that can be delivered when migrating.

From here, the ETS platform automatically creates tests based on your original on-premise configuration or, if updated, of your new cloud deployment. This can then be used to evaluate, optimize 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.

Our 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 and consistent CX testing. Any issues will be flagged, allowing you to resolve them before they create any negative impact, ensuring system stability and that the desired CX is consistently delivered. 

Accelerate the transition over to cloud and, once deployed, provide continual insights and feedback to provide continued confidence and desired CX with our ETS and assurance packages. 

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IVR Discovery Tool
 

Map out your existing contact center operations from the perspective of the customer and document an accurate and up to date overview in a format that can be exported and shared. 

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Auto Test Creation
 

Test scripts are automatically built from the data captured within the IVR and can be executed to ensure systems are operating as expected from the perspective of the customer.

 

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Functional Testing Tools
 

Test continually throughout deployment to keep process on track and to help to ensure the migration is on time and on budget.

 

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Load and Stress Tools
 

Replicate peak traffic conditions across your entire infrastructure to ensure the new deployment operates as specified.

 

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Monitoring Tools

Ensure that platforms continue to operate as expected through proactive monitoring of the environment. 

 

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Why Occam is the migration partner of choice

We understand that migrating to a new contact centre can be a daunting and potentially time-consuming process. Being reliant on a number of different vendors to all come together to deliver the required customer experience can be a complex and difficult task.

That’s why we’ve created our migration assurance options to ease the transition to Cloud.

Whether you’re using our IVR discovery and importing tools or our performance assurance services, the various features available to you through our Experience Testing System (ETS) will ensure that your project remains on time and within budget.

 

 

  • AI Guided IVR discovery and mapping

  • Visibility and AI driven validation of entire CX operations from your customers perspecive 

  • IVR import 

  • Auto creation of test scripts 

  • Unlimited functional testing & monitoring

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