Ebook

Part One: Automated Contact Center testing & monitoring 101

Your essential guide to de-risk and drive service innovation

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What is contact center testing and monitoring, and why do you need it now?


Discover what end-to-end testing involves and its value to leverage scarce resources and de-risk your contact center technology investments:

  • Reduce downtime and outages from infrastructure upgrades: telephony platform, network, data infrastructure or transitioning IVR from DTMF to digital voice
  • Address localized service quality issues IVR latency or customer context issues when transitioning from customer channels
  • Anticipate capacity and prevent issues resulting from expected peaks in demand

Ideal for contact centers operating in the Banking and Financial Services, Utilities, Healthcare, Travel, Retail or Education sectors.  

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