Testing and Monitoring Service

A 2009 survey by the Customer Experience Foundation revealed the fact that up to one third of contact centre technology projects – involving for example the installation of Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) technology get delayed.  When things do go wrong, the costs of putting them right are huge. When it came to estimating the business impact of delayed projects, the survey found that they add an average of seven months of additional project time and an extra 90% on top of the original budget!

Given the impact of the economic downturn, especially in the banking and finance sector – it is imperative that UK contact centre operators address the issue of technology project delays if they are to maintain their reputations and competitiveness.

A proactive approach to testing
For ProtoCall One customers, help is at hand. A new ‘find, diagnose and fix’ service from our partner Empirix reduces the cost and risk of implementing new or upgrading existing contact centres.  This service uses an end-to-end automated call generation tool to stress test systems – available in either live production systems or pre-production test systems. Issues that are typically found by our technical experts include poor voice quality, capacity issues and incorrect network configuration. All of which a proactive approach to testing can address reducing these costly project delays.

Through experience, we know that testing is a critical but often underestimated element of good project practice.

Find out more
Click to read the full SURVEY FINDINGS now and learn more about the
BEST PRACTICE APPPROACH TO TESTING - it could save you both time and incermental budget.