Other Performance and Load Testing Services — Confidence Regardless of the Technology

IQ Services provides a wide array of customer interaction optimization services for contact center and communications solutions.  Our performance and load testing services are unique because of two over-riding objectives:

• We always focus our methodologies on the outside-in or customer perspective.   Our experience demonstrates that validating performance from the outside-in customer experience is just as important and critical as internal monitoring.
• We always focus on the end-to-end performance of the solution.  Component level testing is important, but if the components can’t work together properly in your unique production environment to meet your customers’ needs, you are not going to get what you want from your contact center and communications solutions investments.

Because we are focused on customer experience and end-to-end solution performance, IQ Services’ customer interaction optimization services are primarily:

• Platform independent
• Language independent
• Remote and applicable to any solution, component, technology or service that can be accessed or exercised by a customer through the PSTN or Internet
• Non-invasive because we do all the work remotely

Performance validation services test the end-to-end solutions so whether you are concerned about specific technologies or a solution’s overall performance, IQ Services can help validate, test and monitor.

Performance & Load Testing for Speech Recognition Systems

IQ Services offers customer interaction optimization services for solutions leveraging speech recognition technology.  From simple spoken inputs (e.g., one two, yes, no) in directed dialogue implementations to complex natural language statements (e.g., Sell 450 shares of Intel at the market) IQ Services helps end-users, service providers and partners validate speech recognition performance and identify issues for easier, quicker resolution.

What performance do your customers encounter when they use your speech recognition system during high-traffic periods? Are there lengthy delays? Are calls being transferred to a live agent for no apparent reason — or worse, are calls being dropped?

Using proven methodologies, IQ Services tests key speech recognition performance criteria, including response times and the nature of each response to an utterance. Our sessions offer large volumes of calls, with each call providing spoken inputs that exercise your system at or above the expected velocity of utterances.  Through multiple test cases and carefully controlled calling activity, thresholds and limits of capacity are identified and quantified.

"I think you said..." or "I'm sorry, I didn't understand."  IQ Services' reports identify all pertinent performance information and highlight areas for immediate or future optimization.

As with all our voice customer interaction optimization services, IQ Services generates telephone calls launched remotely and delivered to your speech-based solution through the public telephone network.  The performance and load testing process is configured to make inputs (DTMF and spoken) that are typical of your customers.  Performance and load testing for Speech Recognition Solutions allow you to observe, tune and verify performance as well as the availability of enough speech resources to meet load requirements.  Real-time results and expert support coupled with robust test-session reporting provides you with confidence that your speech recognition solution will perform well under expected and peak traffic conditions.

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Performance and Load Testing for IP Communications Solutions

IQ Services provides the real-world customer interaction optimization services to help determine how well your IP solutions and networks measure up — in the eyes of your customers.

As you deploy and maintain IP technologies, you may find measuring technical performance to be relatively straightforward.  But determining how performance — or lack thereof — affects everyday users can only be measured with real telephone calls that simulate the production environment.

Based on the design of your unique IP network, IQ Services devises and implements a testing strategy that includes generating lots and lots of real voice telephone calls, real modem telephone calls and real browser transactions. Performance and Load Testing for IP Communications Solutions allows you to observe, tune and verify solution performance by:

• Generating dozens, hundreds or thousands of concurrent telephone calls, data/fax modem telephone calls and browser transactions
• Exercising your IP Solutions based on pre-defined test cases that do the things real customers do
• Measuring response times, gather step-by-step results and record each call
• Providing real-time data to a secure, online site so you can listen and assess information during the test
• Tuning performance and fixing issues during the test session
• Providing extensive post-test reports to facilitate future performance optimization efforts
• Retesting to verify that any fixes or improvements were successful
• Going into production with confidence that your solution will perform as expected and your customers will not be negatively impacted by a poorly tuned solution

IP technology offers exciting potential to companies eager to provide quality customer service economically.  But if its potential is to be maximized, it must also meet the needs of your customers.

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Related Links:
Multichannel StressTest™ for Contact Center and Communications Solutions
Voice Quality & Your Customers
Outbound Communications: Are you pushing customers away or reaching out?
Business Continuity and Disaster Recovery Customer Interaction Optimization Services
Fax Testing & Monitoring