User experience is at the core of most businesses, and delivering a great experience is crucial to keep those businesses going. This means that unified communications and contact center systems must be functioning optimally at all times.
Why testing is important
Video collaboration has become a vital component of a hybrid working environment. Not only does it enable a digital workforce, but it’s important to strengthen working relationships.
You need assurance that employees, partners, customers, and other stakeholders can remain connected, but just as importantly, if things do go wrong, you need to know exactly where, when, why, and how to fix it.
Regular, specific testing of your video collaboration tools will give you the answers and insights you need.
Want to find out how IR’s testing solutions can help? Watch the webinar.
What we can test
In your contact center, you need to know if all your technology across multiple channels, including voice, video, web, chat, and mobile apps are delivering the experience your customers expect.
For your enterprise communications and collaboration environment, testing is just as important. Active testing will ensure that key components like audio and video conferencing tools, conference bridges, menu trees are all available and performing as they should.
Testing gives you the real time insights you need to deliver a level of service that exceeds customer and user expectations.
What IR testing does
IR is the market leader in testing and monitoring for unified communications and contact center environments.
We do this by driving live voice and video traffic into customer environments under real world scenarios to detect how/if systems can handle the loads.
Types of testing
Stress Test for Video
StressTest for video helps you proactively identify risks and gives you the insight to ensure your systems are provisioned and properly configured. StressTest for video also ensures systems are ready for peak traffic conditions. Having this insight before going live, or after any system configuration, will give you confidence that everything will perform as expected and exceed customer expectations.
How it works
We help configure test processes that remotely generate Virtual Customer® video calls, just like real customers and users would, through the public Internet or on premises.
- Automated video test calls, using live video streams emulating actual customer or internal user traffic.
- Detailed results of video test calls are published in real time.
- Testing proceeds under your control so you can see how well your systems respond to maximum traffic levels.
StressTest Premium
StressTest Premium gives you the insight to ensure your contact center (CC) systems are provisioned, properly configured, and ready for peak traffic conditions. Having this insight before going live will give you confidence that everything will perform as expected and exceed customer expectations.
How it works
StressTest and IR Collaborate work together to provide end-to-end insight throughout your testing process with:
- Automated test calls, using touch-tone and/or speech inputs.
- Detailed results, including complete test call recordings, are published to an online portal in real time.
- Testing proceeds under your control so you can see how well your systems respond to maximum traffic levels, call arrival and teardown rates.
- Leverage IR Collaborate to get insight into your entire UC and CC environment, including detailed real-time and historical data, network performance, and troubleshooting.
Heartbeat
HeartBeat is our cloud-based customer experience validation testing service. It accesses and interacts with your UC and CC solutions 24 x 7 x 365. HeartBeat’s automated calling process replicates actual customer interactions via real telephony calls, and lets you know what your customers are experiencing real-time.
With auto alerting capabilities, you can proactively address any issues right away.
In a hybrid working environment, video communication and collaboration is a critical component in keeping your employees and customers connected. Success depends on your technology being fully functional – 100% of the time.
Be sure you can identify the gaps between your assumptions and actual system performance, with the real-time insights you need to deliver a level of service that exceeds expectations.
