Where does contact center testing add value, and how?
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
What is contact center testing and why do you need it now?
Read eBook Part 1