Hybrid IVR Testing
  • You simply provide Spearline with the IVR numbers you need verified
  • Automated test calls are placed into your numbers and each individual audio prompt is recorded
  • Audio prompts are then passed through a speech recognition engine but as speech recognition is not always 100% accurate transcriptions are verified manually. 
  • Results & Transcriptions are published to web based platform where you can access
  • CDRs and full call recordings are also kept for each test call
Fact Sheet

Hybrid IVR Testing

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Are your agents receiving the correct call display data?

Improvements in IVR efficiency can significantly impact ROI and any issues can result in agent overload.

Overview
Improvements in IVR efficiency can significantly impact ROI and any issues can result in agent overload.

Hybrid IVR Testing

SLAs

Track performance of contact centre SLAs

Call Volume

Verify call volume splits between contact centres

Reporting

Customisable reporting data with recorded tests

Features

 

IVR Verification

Ensure IVR is configured correctly to verify call connection and path to agent.

 

Correct Whisper

Ensure agent is being presented with correct on screen data and prompts to reduce the number of internal transfers and AHT.

 

Tracking in CRM

Verify that calls are being correctly logged in the CRM to verify accuracy of information with outsourced contact centre environments.

 

Agent Answer Time

Independently measure and verify the length of time a call is waiting to be answered by an agent. This is beneficial for monitoring and measuring SLAs with outsourced vendors.

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