eBook

Depending on your needs, sometimes complete end-to-end testing is the right solution. Other times, issues are more localized. As contact strategies evolve to meet changing customer expectations, this eBook explores the typical voice and non-voice challenges at each lifecycle stage.

With the prevailing dominance of voice, many of the following scenarios originate from the challenges of delivering real-time voice, especially when encoded as SIP traffic:

• Stage One: from carrier to organization/hosted network
• Stage Two: IVR Services
• Stage Three: From routing to the agent desktop
• Stage Four: From desktop to completion