IVR Testing

Automatically test the IVR pathways and menus and true customer experience

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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