We test IVR pathways and track entry of CRM information to improve measurement of your ROI
Spearline helps you monitor the performance of contact centre KPIs such as wait times and correct skillset configuration
Ensure correct configurations for all menus and test multiple pathways in highly complex environments
Our testing simulates actual caller experience with real time alerts and easy to use dashboards and reporting
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.
Have an overview of the integrity of your IVR pathways at all times
Drive continuous improvement of your contact centres both in house and outsourced
Ensure accurate reporting of ROI on sales efforts by accurate tracking of CRM information
Track fixes and upgrades and ensure complete resolution of issues
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.