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Contact Center
Testing Services


Professional Services

6601 Lyndale Ave S, Suite 330
Minneapolis, MN 55423
Phone: +1 612.243.6700
Fax: +1 612.869.6200

Copyright 2008
Interactive Quality Services, Inc.
All Rights Reserved.

 

» AVAYA DeveloperConnection Program

» Application Notes for StressTestTM Performance Testing Load Test Service

» Application Notes for HeartBeatTM System Availability and Performance Monitoring Service

» Contact and Support Information

» IQ Services DevConnect Relationship

» Testing and Monitoring AVAYA Solutions

» Presentation on the Value of Testing See Contact and Support to request Presentation to Marketing and Sales

» FAQs



1. What do you think are key benefits of your application to the customer?

  • End-to-end performance testing provides a demonstration of performance of the Avaya solution as installed in the customer's environment, including the carrier's front-end telephony and the customer's host database equipment, to ensure a positive customer experience following cut-over to production.
  • Detailed, quantitative documentation regarding what your customers would have experienced at every step of every call placed during the StressTestTM.
  • Reduction of the cost of finding and fixing problems.
  • Verification that each fix has been successfully implemented.
  • Management of the risk in a way that ensures that customers will have a positive first experience when a new Avaya solution is deployed.



2. What are the benefits for a VAR reselling your application?

  • Management of the risk of timely project implementation in a manner that allows achievement of the economies predicted for the Avaya solution.
  • Controlled, repeatable telephone call (and/or Internet browser) traffic through the total environment duplicates conditions causing errors and/or verifying that fixes have been made.
  • VARs have access to all of the test data so issues can be found faster and fixed faster.
  • Prevent erosion of your profit margins by benefiting from flat rate pricing.
  • Make additional profit by reselling the testing services.



3. How do I obtain your product? (Directly, Distributor)

The preferred channel for obtaining Performance Test and Availability Monitoring Services is via Avaya. Testing services can be ordered from:

The Contact Center Services IVR Support Team
1-800-524-7201
VoiceResponse@Avaya.com

OR

Jean Baker-Temple
720-444-8303
BakerTemple@Avaya.com
The Contact Center Services IVR Support Team also provides Scope of Work and Pricing assistance for RFP responses.

Alternatively, when circumstances dictate, StressTestTM load test and HeartBeatTM availability monitoring services can be ordered directly from IQ Services.


4. What are your product distribution procedures?

As described above, services can be ordered from the Avaya Contact Center Services IVR Support Team. All performance testing and availability monitoring activity is initiated from the IQ Services facility in Minneapolis. Test calls traverse the PSTN to reach the target system installed in the customer location.


5. What is your list pricing for your application on the communication switch(s)? Cost per seat, site, and enterprise? Do you offer federal, education, etc discounts? Please define your payment terms as well as any other terms and conditions a VAR or customer should be aware of. StressTestTM performance test pricing depends upon:

  • the number of sites being tested;
  • the number of ports being tested at each site;
  • whether or not speech recognition technology is being tested;
  • whether or not network IVR, CTI, screen pop, or agent interaction is involved; and
  • whether or not toll-free numbers are available to access the target system via the PSTN

Pricing is available from the Avaya Contact Center Services IVR Support Team as detailed above.

HeartBeatTM availability monitoring pricing depends upon:
  • the number of applications and/or locations being monitored;
  • the frequency at which test calls are initiated, from 1 per hour all the way up through continuous



6. What requirements do you expect a VAR to obtain in order to sell your product?

No special requirements.


7. Do you have certain technical and/or business qualifications a VAR needs to obtain in order to sell your product, if so please explain?

VARs will have to sign a non-disclosure agreement before having access to our web site demos to show customers how the load testing works and how the availability monitoring services work.


8. Do you have any technical and/or business expectations you require to be fulfilled by a VAR to sell your product?

No


9. What training do you provide and where/how is it provided?

We have Webex sessions for orientation to the various testing services. VARs only have to request to schedule these Webex orientation sessions at a mutually convenient time.


10. Is there a charge for training? If so, please provide pricing.

No charge for our Webex orientation sessions.


11. How is pre-sales support provided? What are the hours of operation for this support?

The Contact Center Services IVR Support Team provides Scope of Work and Pricing assistance for RFP responses. IQ Services has staff available to meet with customers, join conference calls, or conduct Webex sessions to provide support information.


12. What sales kits or other sales support materials do you provide? How do I obtain a copy?

IQ Services has a wide range of sales literature, white papers, and articles available. All information is available from:

The Contact Center Services IVR Support Team at 1-800-524-7201
VoiceResponse@Avaya.com

or

Jean Baker-Temple at 720-444-8303
BakerTemple@Avaya.com


13. What user marketing programs do you provide/conduct? Will there be co-marketing opportunities with VARs?

IQ Services participates in 12 or more trade shows each year and welcomes the opportunity to have VARs bring their customers to the booth to learn more about how we can make implementations go faster and easier.


14. How is post sale support provided?

When ordered through Avaya, the delivery of both Performance Testing and HeartBeatTM availability monitoring services is coordinated by a resource from the Contact Center Services IVR Support Team working with an IQ Services Project Manager. When ordered directly from IQ Services, an IQ Services Consultant will coordinate testing activities.


15. How do you manage software licenses?

Because both StressTest TM and HeartBeatTM are remote services, there are no software licenses to worry about.


16. How do you manage software upgrades?

Because both StressTest TM and HeartBeatTM are remote services, there are no upgrades to worry about.


17. What is your software or hardware warranty?

Because both StressTest TM and HeartBeatTM are remote services, there are no warranties to worry about.


18. How do you communicate new updates and information to your customers or VARs?

IQ Services sends out Testing Tips (notices of changes or important updates) via e-mail from time to time.


19. What configuration support do you provide? Is it part of Pre Sales Support?

Both HeartBeatTM and StressTestTM are setup to meet your specific needs.


20. Is your product customizable? If so, how could a VAR or Systems Integrator customize your product-please provide a few examples?

Both HeartBeatTM and StressTestTM are setup to meet your specific needs.


21. Is your product distributed internationally?

IQ Services has conducted tests in many countries in many languages. The nature of the patented technology utilized renders the testing services to be language independent.


22. If yes, what countries?

All countries that can be accessed by long distance telephone service.


23. Is your product localized for those countries?

Both HeartBeatTM and StressTestTM are setup to meet your specific needs.


24. If your product is localized, what is the mechanism in place to support your product?

Both HeartBeatTM and StressTestTM are setup to meet your specific needs.


25. DeveloperConnection Member Business Information / Background years in business, types of apps, size, number of seats, packages sold to date, etc. (Helps VAR feel comfortable with the DP, etc.)

IQ Services placed over 6 million test calls in 2003. Currently there are over 600,000 phone calls being made each month by the HeartBeatTM availability/monitoring service.


26. How will the DeveloperConnection Member ensure that future releases will be compatible with current and future releases of the various Avaya communication servers?

IQ Services testing services are hardware independent, software independent, and language independent - therefore future compatibility will not be an issue.



Additional Information:

Customers who use StressTestTM Performance Testing services are confident that their entire implementation will work under production traffic conditions and will perform up to the requirements that have been established to ensure a positive customer experience from the moment the system goes live.

Customers who use HeartBeatTM proactive end-to-end availability monitoring services are confident that their self-service customer-facing systems are available and performing as required to ensure a positive customer experience at all times.