Letter from the Publisher

Summer 2007

The evolution of contact center and communications technology is continuing at a fast and challenging pace in 2007. Business solutions that optimize the customer experience are built on hardware and software infrastructures that are highly integrated.  In order to achieve the required service level and provide the desired customer experience, businesses must demand efficiency and reliability in both the design and performance of these solutions. Businesses that do not deliver the best possible customer experience fail to meet ROI and related business objectives.

Since 1996, IQ Services has demonstrated that customer experience testing is a key element of managing risk and achieving ROI and project objectives related to communication and contact center business solutions. In 2007, we continue to expand our offerings and capabilities by emphasizing the importance of proactive testing throughout the business solution life cycle.  We have rounded out our comprehensive quality assurance testing packages to include everything from risk assessment and test planning to post deployment availability monitoring and regression testing.  We also continue to deliver the same flexible, standalone-testing services that have been so valuable to businesses over the past 11 years.  IQ Services’ Quality Testing Service Overview is included with this newsletter for your reference.

In this issue of the newsletter we have also included a white paper on Testing Systems Under Load that will hopefully provide you with some valuable ideas related to testing your communication and contact center business solutions.

Thank you, as always, for reading our publication.

Sincerely,

Jim Jenkins
Publisher
President & CEO