IVR Testing

Optimize IVR Systems

Spearline's IVR testing solutions give you the power to gain meaningful insights into your customer-facing IVR systems. Verify your customer call flows across the globe using in-country network operators with the automated IVR mapping feature. Discover issues such as broken call transfers, poorly organized information, too many menu options, incorrect messages, poor quality recordings, as well as incorrect or outdated menu options.

IVR

Optimize IVR Systems

Gain insights into your customer-facing interactive voice response systems (IVR) with automated IVR mapping. Verify your customer call flows across the globe using in-country network operators. Discover issues such as broken call transfers, poorly organized information, too many menu options, incorrect messages, poor quality recordings, as well as incorrect or outdated menu options.

Global Coverage

Map geographically-located IVR systems wherever your customers are located.

Using Spearline’s comprehensive in-country infrastructure, and its IVR testing tools, be assured that your customers in each country are being presented the correct IVR options and receiving the correct localisation messages from an auto attendant.

Faster Issue Resolution

Quickly repair any problematic IVR issues, before they impact your customers.

The IVR transcription feature automatically dials and travels along each possible journey of an IVR system in order to capture and transcribe each audio prompt that is played along the way. 

All of the recorded interactions are transcribed in English and presented on a complete map which illustrates at which point of the IVR each prompt was present.

Vendor management

Optimize your Organization's IVR Systems

Understand the size and complexity of your customer-facing IVR systems.

Plan any future updates or upgrades effectively with regular IVR testing. IVR mapping allows you to easily spot areas for improvement or to migrate interactive voice response flows from one system to another if, for example, switching to a new provider or a cloud-based IVR provider.

Save Time With Automated IVR Mapping

Initiate automated calls that crawl through the IVR and present a complete map of all possible journeys and endpoints.

The IVR mapping feature automatically dials and travels along each possible journey of an IVR system in order to crawl through each route and present a complete map of all possible journeys and endpoints.

This in turn removes the need to manually call and listen to each stage of an IVR. Furthermore, the IVR mapper provides insights into the size and complexity of an IVR system.

The benefits of phone number testing

Full Access to Audio Recordings

All audio is captured at every node of the IVR during analysis.

Access recordings of all audio heard at each node of the IVR, which is presented on a complete IVR map illustrating at which point on the IVR each audio prompt was present.

Audio is then transcribed in English and is presented as a tree structure in an interactive map on the Spearline platform.

Why IVR Testing with Spearline?

Scheduled Testing

Set schedules to run IVR tests to map time-based IVR flows i.e inside or outside of office hours.

IVR Mapping

Automated calls crawl through an entire IVR system and present a complete map of all possible journeys and endpoints.

IVR Transcription

Aall speech heard at each node of the IVR is transcribed into text. View a complete map illustrating at which point on the IVR each prompt was present.

Audio Capture

Access links to all audio heard at each node of the IVR and a complete map illustrating at which point on the IVR each audio prompt was present.

Interactive Dashboard

A visual dashboard with a map of each IVR and all possible journeys through the IVR system.

Map Export

Choose to export an IVR map as a PNG image to share with users who may not have platform access.

Business Case Studies

Reading is believing

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World leading organisations are using our products

SPEARLINE HELP & SUPPORT

Frequently Asked Questions (FAQ)

For a full overview of our global coverage, please see our coverage map here.

Yes, you can run multiple tests/campaigns simultaneously, these can be scheduled through the Spearline platform.

Yes, you select a test campaign's effective date range and test call frequency. These can be updated as and when needed through the Spearline platform.

You will receive full Call Detail Records (CDRs) and a recording of each call.  An MP3 recording of each connected call will be captured and your Spearline dashboard will provide summary statistics.

Yes, when an issue is detected you will be notified based on your pre-established alerting policy. This policy can include thresholds for alerts and different alerting rules based on the severity of the issue.

Spearline offers a number of integrations, these include the Spearline API, ITSM and Single Sign-on. For more information, please see here. 

Spearline offers a wide range of test types. However, if you can’t find what you are looking for our support team would be happy to assist you. Please contact support@spearline.com to discuss your specific requirements.

Spearline uses PESQ (Perceptual Evaluation of Speech Quality) to objectively measure voice quality. This industry-standard metrics takes into consideration characteristics such as audio sharpness, call volume, background noise, clipping, interference and latency.

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