At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the weight of your brand message. With this in mind, we have developed a comprehensive IVR testing solution for you to track call and data flows to your agents irrespective of location.
Let’s take a look at just how our testing tool can shore up your IVR system integrity.
Automation gains
Perhaps the most widely recognized advantage of IVR systems is the automatic call filtering facility they provide, meaning call agents don’t have to deal with an alphabet soup of issues, while the caller doesn’t have to deal with transfers from one agent to another to have their query resolved.
This is just one of the myriad benefits of IVR. The following are some of the most important benefits of an IVR system:
- Cost-effectiveness
- Reduced customer service call volumes
- Access information outside of business hours
- Reduced need to hire dedicated number testers
- Efficient call routing
- Reduced wait times
- Increased first contact resolutions.
- Increased security
- Combining interactive voice response applications with anti-fraud technology
- Error Reduction
- AI can avoid human error.
Higher customer satisfaction levels
Simple, prompt menu options and issue resolution heightens customer satisfaction levels
Now let’s take a look at some of the key features of Spearline’s IVR testing tool.
IVR mapping
Our IVR mapping feature initiates automated calls that examine every possible IVR interaction route. The result is a blueprint of all potential journeys and endpoints, eliminating the need to manually call and dissect each stage of an IVR.
Audio capture
Our audio capture feature records and relays audio from each node of the IVR and presents it in a complete map illustrating at which point each audio prompt occurred.
IVR transcription
Our IVR transcription feature automatically transcribes all audio as it travels along each possible journey on an IVR system. Transcriptions are presented in English on a complete map illustrating the point at which each IVR prompt was present.
Global coverage
Spearline’s robust in-country testing infrastructure enables companies to ensure that their callers are receiving the right IVR options and localisation messages regardless of where they are calling from.
Tailored test scheduling
Spearline’s customizable scheduling feature enables you to map your IVR flows at whatever times suit your service; inside or outside of regular working hours, according to your cadence.
Personalized dashboard
Maps of every IVR and every possible IVR journey are made available to you through your own, personalized and highly visual interactive dashboard.
Over and out
At Spearline, our mission is to provide our customers with one platform to test and monitor all of their business critical communications. Our IVR testing solution fits seamlessly into this model. Our simple to use, no installation IVR testing tool and provides a visually engaging graphical representation of your entire IVR.
With our robust mapping infrastructure, your development team can implement fixes quickly and verify that they are working correctly, in-country and across PSTN and mobile channels. This translates to real savings in MTRS/MTTR times.
Spearline’s IVR testing solutions provide a clear path to digital transformation success so why not try out a demo today?
New to Spearline?
Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and fax services. Our latest WebRTC products offer testing, monitoring and support for web-based communications.
We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees. For further information, or if you have any further questions please get in touch.
