August 15, 2012 -
Contact centers and mobile app developers using voice biometrics to authorize users and voice response can avail themselves of quality assurance testing services from Empirix.
The firm’s “Testing as a Service” (ETaaS) helps companies validate authentication and enrolment applications effectively to ensure quality customer-agent experiences prior to deployment.
“Enterprises must make sure that the applications for voiceprint enrollment as well as ongoing fraud detection are fast and friction-free. Testing can detect and help correct the sorts of faults in call flows and workflows that can give rise to poor caller experience,” said Dan Miller of Opus Research.
Contact centers reduce costs since they use automated technologies such as speech-enabled or touchtone interactive voice response. Thus, a fully operational contact center network infrastructure that works flawlessly is important for service-driven firms with customer support facilities, if they want to maintain a competitive advantage.
Empirix Vice President Tim Moynihan said: “In the era of the ‘always on’ consumer, companies must find new ways to delight and successfully engage with their customers at all times. Creating new, more convenient and more secure ways to communicate is an important part of this strategy.”
Empirix’s ETaaS helps test performance in order to deliver streamlined customer support services. It tests quality of experience from the caller’s perspective; it assesses the agent and customer experience end-to-end; it identifies concerns about the contact center infrastructure before it goes live; and it offers the ability to simulate agent actions programmatically to measure agent experiences and answer questions.
Can “Testing as a Service” improve customer support call center experiences?