Companies using the combined solution will rapidly build touchtone and speech-enabled IVR capabilities in SpeechStorm's environment then simply and quickly generate a complete set of test cases to automate the entire testing lifecycle of the final customer experience, using the Cyara platform.
IVR test cases generated by
For customer service organizations, automated testing is essential in ensuring that supporting systems are functioning to deliver the desired caller experience. It ensures that those systems can cope with high customer demand and peak call loads, and that callers who require assistance are delivered to the correct advisor groups, whether navigating with speech or key presses.
"You wouldn't buy a new car without taking it for a test drive first," said
Using traditional methods, creating customer experience test cases is a laborious and tedious task. With
"Comprehensive, automated, customer experience testing allows organizations to move more rapidly, enabling their service and sales experiences to keep pace with customer expectations and changes in the business," said
Notes for editors
IVR Testing and
Using traditional methods, creating customer experience test cases is a laborious and tedious task, involving the detailed mapping of each step in the call flow, noting each message and menu option played to the caller and the selections required to navigate the system. These are then input in a specific format to create a call script for the automated test tool to follow. All of which is both time-consuming and error prone, with significant re-work required when even the smallest change is made to the system.
Once imported to Cyara, the test cases can be run directly, or combined with other elements, to create an end-to-end test of the customer experience from the telephony network right through to the adviser's desktop.
Whenever a change is planned for the IVR, a new test case can be generated immediately simply by placing a test call to the SpeechStorm platform and capturing the new interaction. This is particularly important for more advanced IVR solutions, which use information about the customer, context of his/her call and the capacity of the contact center to deliver a personalized and dynamic caller experience, and ensures automated test plans are always up to date
About SpeechStorm - www.speechstorm.com
SpeechStorm helps organizations of all sizes make everyday tasks easier for their customers. We provide pre-built IVR, speech self-service and mobile apps that reduce waiting times for customers and reduce call handling times in the contact center. Our solutions are quick to implement and easy to manage, putting the business in control of the customer experience.
About Cyara - www.cyara.com
Cyara is the leading provider of automated customer experience testing software for organizations around the world. The Cyara platform allows contact centers and online channels to rapidly and continually optimize the customer experience while cutting the risk of exposing customers to a poor experience. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara platform.
For more information, please contact:
Tel: +44 28 9094 3100+44 28 9094 3100
For SpeechStorm media enquiries, please contact:
Tel: +44 (0)7956 257069+44 (0)7956 257069
For Cyara media and analyst enquiries, please contact:
PadillaCRT for Cyara
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