Today’s telecommunications and contact center infrastructures have become extremely complex. As you know the design and the reliability of these infrastructures is critical to delivering the level of customer service your client demands.
So whether you are installing a new contact center solution or upgrading an existing solution, you want to make sure your efforts deliver the best possible customer experience and ROI. If the solution does not work as designed and customers do not use it as expected your customer satisfaction and cost savings go out the window.
This white paper – Testing Very Large Contact Center Systems discusses the steps you can take to be confident that all the integrated elements work together, and go live with confidence. Whether you are a small center or a large center you can make use of these ideas.
Below are a few tools that can help you verify your solutions from the customer perspective.
StressTest will show you how your new applications will perform before it launches.
You can gain the customer perspective with HeartBeat