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Today’s contact centers offer multiple touch points for customer interactions as well as preferred service for preferred customers.
How can you determine whether or not the business rules you carefully defined over time have been properly incorporated into your communications and contact center implementations?
How can you be sure the customer experience is what you need it to be?
Contact IQ Services about Multichannel StressTest™ performance and load testing services so you can observe, tune and verify your contact center solution’s performance under sustained and peak levels of real calling traffic. StressTest™ performance and load testing services not only provide a valuable demonstration of performance but also insight into improvement opportunities so solution owners can get the most out of their solution’s performance – the best possible ROI and customer experience.
Communications Solutions Need Multichannel StressTest™
IQ Services’ sophisticated testing facilities can be configured to interact with and exercise the single and multichannel solutions that let customers choose the kind of access (presence) they prefer, including: incoming calls, timed callback or waiting in a queue, e-mail, web-based chat, web services and faxback.
Critical situations, which are unique to multichannel communications solutions, can be observed, tuned and ultimately verified with Multichannel StressTest™ services. If you are installing or maintaining a contact center that supports multiple forms of presence (multichannel), you probably have questions about your solution’s ability to simultaneously handle customer traffic from various methods of presence and still deliver an acceptable customer experience such as:
- Is FIFO observed under unified queuing across channels - inbound calls, e-mail, web chat, even callback and faxback?
- Is priority customer handling and skills-based routing properly configured across channels?
- What is the impact of an increase in traffic in one channel on the performance observed in another channel — for example, is there a back-end data feed or a web service that responds to both a voice browser and a web browser, etc.?
- Are outbound calls placed at preferred callback times, whether initiated from an IVR queue or a click-to-call feature on a webpage?
- How does the system perform during simulated failure modes and during recovery?
- Can you efficiently add agent workstations to respond to a sudden increase in customer activity?
- Can you shift agents from processing e-mail to taking inbound calls?
- So how do you answer these questions?
IQ Services’ comprehensive spectrum of communications solution testing and performance validation services is a cost-effective option for many companies who do not have the time or budget required to establish and maintain in-house testing capabilities. By coordinating simultaneous testing of multiple channels and comparing the actionable test results available from IQ Services, you can find answers to your questions and gain confidence that your multichannel solution is ready to handle customer communications regardless of the contact method.
Conclusion
In a world where your customers demand that your contact center systems treat them not just as they deserve but also as they desire, most companies cannot afford to take a chance that something in their solution (single or multichannel) is not delivering the required customer experience. They cannot afford it, because there is always someone else out there just waiting to do it right. Please contact IQ Services today so you can be confident that your solution is delivering the desired customer experience tomorrow! |
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Something for Everyone: Testing Multichannel Contact Center Solutions from the Customer Perspective Webinar
Presented By:
Mike Burke
Vice President of Business Development
Mike Burke has 35+ years of experience in the telecommunications and networking industries. Since he joined IQ Services in 1999, Mike has setup and directed hundreds of testing and monitoring engagements for customers around the world.
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