IVR Testing

Interactive Voice Response (IVR) systems are often the first point of contact for customers and are pivotal to successful customer journeys. Unfortunately, traditional IVR systems have earned a poor reputation, mainly due to poor implementation. A one-size-fits-all approach, not adequately integrated with other contact center systems and often cannot cope with high volumes. The result of these failures leads to a long, confusing and frustrating process before a customer can resolve their query satisfactorily.  

However, modern IVR systems offer huge potential to transform the customer experience and differentiate your customer service while increasing operational efficiency. Visual IVRs, integration with mobile devices and voice assistants, are popular with consumers. If designed well, IVR and voice apps offer a powerful tool to gather intelligence on the caller’s intent and ensure first call resolution.  

Traditional manual testing methods can't develop, organize, and execute hundreds of test cases at the required speed. However, our robust automated end-to-end testing offers the key to success. Capable of simulating hundreds or even thousands of customer journeys under real-life conditions, extending across your entire contact center environment.

The introduction of Visual IVRs and the integration of mobile devices, RoboChat and text are already here. An Organization’s customer service offering must become more sophisticated, not simply to remain competitive, but relevant. Therefore, its testing capabilities must evolve and become more sophisticated as well.