IVR Testing

IVR Testing

How it works...
  1. Online testing platform with test calls customised for specific call flows and to replicate user behaviour to test specific IVR specification
  2. Test calls check individual steps and reports on both toll and toll-free number and DDI failures
  3. Agent receives automated test call which requires the to enter verification data
  4. Test call is recorded and can be played back at any time
  5. Test will re-launch automatically under parameters given
  6. Fail reasons recorded such as “No agent”, “Voicemail” or “No DTMF”

Automatically test IVR pathways and outcomes

Including self-service menus, agent transfers and data requests
  • CRM

    Track 

    We test IVR pathways and track entry of CRM information to improve measurement of your ROI

  • Monitor Providers

    Monitor 

    Spearline helps you monitor the performance of contact centre KPIs such as wait times and correct skillset configuration

  • Validate configurations

    Validate 

    Ensure correct configurations for all menus and test multiple pathways in highly complex environments

  • Simulate CX

    Simulate 

    Our testing simulates actual caller experience with real time alerts and easy to use dashboards and reporting

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IVR Testing

How it works...
How it works
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Features

Real time results you can trust

With the Spearline IVR testing platform, clients can automatically test in-country, worldwide, simulating callers’ experiences. It is a complete end-to-end test from the TFN to the terminating contact centre testing connectivity, audio quality, IVR configuration, call whispers, DTMF functionality and more. Monitor multiple pathways in complex IVR systems. Our test calls and reports help identify the exact location of issues along the IVR path.

We provide real time reporting and automated failure reports. All our testing is supported by our 24/7 customer testing support team. The tests require no hardware to set up.

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  • Worldwide automated IVR testing
  • Easy to set up and requires no hardware to install
  • Real time reporting with automated alerts
  • Customisable to adapt to clients infrastructure

Key Benefits

Measure what matters
  • VISIBILITY

    Have an overview of the integrity of your IVR pathways at all times

  • IMPROVEMENT

    Drive continuous improvement of your contact centres both in house and outsourced

  • ACCURACY

    Ensure accurate reporting of ROI on sales efforts by accurate tracking of CRM information

  • VALIDATION

    Track fixes and upgrades and ensure complete resolution of issues 

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Customer Use Case

Tracking CRM data through IVR pathway for large contact centre

Our client has hundreds of toll and toll-free sales/customer service numbers throughout the world. They wanted to monitor the correct input of call data into its sales tracking programs. Spearline Labs designed an automated test which makes an in-country call from a particular country which tests from the beginning of the IVR route right through to the agent´s softphone. Multiple problems were identified which the client now monitors using our tests on a daily basis.

 

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Global Presence

With local infrastructure in more than 50 countries around the world and growing, 
Spearline Labs gives you a global perspective.
AR Argentina AU Australia AT Austria BE Belgium BR Brazil
BG Bulgaria CA Canada CL Chile CN China CO Colombia
HR Croatia CZ Czech Republic DK Denmark EC Ecuador EE Estonia
FI Finland FR France DE Germany GR Greece HK Hong Kong SAR, China
HU Hungary IS Iceland IN India ID Indonesia IE Ireland
IL Israel IT Italy JP Japan KZ Kazakhstan KR Korea, Rep.
LV Latvia LT Lithuania LU Luxembourg MY Malaysia MX Mexico
MD Moldova NL Netherlands NZ New Zealand NO Norway PE Peru
PH Philippines PL Poland PT Portugal RO Romania RU Russian Federation
SA Saudi Arabia SG Singapore SK Slovak Republic SI Slovenia ZA South Africa
ES Spain SE Sweden CH Switzerland TW Taiwan TR Turkey
UA Ukraine GB United Kingdom US United States UY Uruguay VN Vietnam

* Information as of June 2017