The quality of the experience delivered to customers by a call center is a vital component of reducing frustrations and concerns.
With unlimited testing capabilities, you are able to conduct end-to-end testing across your entire infrastructure by generating test calls that replicate the path of a customer call and analyze the experience received so you can always provide the highest level of service to your customer.
Testing audio and voice quality has always been a challenge for contact centers, but with Occam's ETS offering, it has never been simpler.
Available in both on-premise, and cloud-based offerings, Occam’s ETS offers a full suite of testing capabilities for today’s enterprise.
Get in touch today to request your free trial to see how Occam can help you test your complex contact center environment through every stage of the development cycle and in production.
ETS automatically generates an up-to-date and accurate overview of your IVR configurations and fully benchmarks your existing systems.
This flags any errors or areas where improvements can be made, enabling your team to prioritize objectives in the delivery schedule collaboratively.
ETS functional testing allows you to thoroughly soak test new solutions and changes prior to launching them into production.
Using the information captured via the IVR discovery or vXML ingestion features ETS automatically generates easily editable test scripts.
ETS monitors a number of different metrics across the entire contact centre environment will alert you and your team should any results fall below acceptable levels of failure.
ETS will automatically collate and share reports to employees and customers to highlight performance as required.
ETS Load simulates high volume call traffic and measures all the way from the carrier to the agent desktop to ensure that systems are built to specification and continue to operate as designed when placed under pressure.
“ETS helps streamline the movement of code through the development, test, and deployment phases, eliminating manual tasks which simultaneously reduces the potential for human error.”