Contact Centre Performance Testing
- Increases efficiency and lowers cost of development of contact centre applications
- Testing at development and pre-deployment stage highlights bottlenecks and performance problems before go-live launch
- Ensures agreed Service Level Agreements are being delivered
- Unique combination of Load & Performance Testing and Tuning and Voice System Performance Testing gives complete solution to testing the real-world needs of contact centres
- Zero technology costs - no need to buy software or hardware
- Independent testing provides objectivity
- Optimises call flows, shortens links and decreases call costs
- Protects brand and increases customer satisfaction
SQS-Call Centre Performance Testing is a unique combination of extensive independent testing expertise, Load and Performance Testing and Tuning for web-based applications and our partnership with the leading provider of managed Load Testing for Voice Applications - Empirix.
What
are the scalability issues to consider?
The range of sophisticated voice applications available to
contact centres today promise lower operating costs, increased
efficiency and cost reductions and improved customer service
- but only if these applications perform well under increasing
load. Combinations of voice system performance, scalability
of IVR, CTI and VoIP applications, back-end databases and
sophisticated network systems can lead to integration problems,
making it difficult to pinpoint where problems occur.
Without effective load and performance testing and tuning at the design and pre-deployment stage it will be impossible to predict the issues around scaling that could occur at go-live stage.
Expecting customers and prospects to perform scalability testing as the application goes live is inefficient and risks customer dissatisfaction and raises brand protection issues.
Why use SQS-Contact Centre Performance
Testing?
SQS-Call Centre Performance Testing is a unique combination
of extensive independent testing expertise, Load and Performance
Testing and Tuning for web-based applications and our partnership
with the leading provider of managed Load Testing for Voice
Applications - Empirix.
SIM/SQS have many years of experience of testing in the real world. As part of the SQS Group of Companies - Europe's largest testing group - we have the experience and in-depth knowledge of testing and tuning that can make a real difference and add value to the testing process.
Combining this knowledge and experience with the application of the Empirix Hammer On-CallSM Testing Service provides the fastest, most accurate and efficient method of testing and tuning IVR, CTI and VoIP applications.
How does it work?
To ensure that the application works seamlessly across the
infrastructure from PSTN to the agent, the load testing service
will emulate thousands of callers dialling into the system.
The performance of the system is then monitored.
At the beginning of the engagement a unique test plan is devised that will define the performance requirements and the test criteria to be used to evaluate the performance. Test scripts to test the application and its supporting components are then prepared.
Load tests are then run - either remotely or on site - providing instant feed back on the number of concurrent users the system and application can support effectively. During each step of the testing, problems and performance bottlenecks are isolated and identified and solutions defined and implemented. The tests are the re-run to confirm that the solution is effective.
A report summarising the test results, the pinpointed problems and solutions implemented is then prepared. Full and real-time access to the reports and performance data is enabled via an easy-to-use web interface. This interface allows remote access to performance and test data whilst the load is actually being applied - leading to the ability to share, parse and analyze data and faster detection and resolution of identified problems.
At the end of the engagement, test scripts and results and log files are permanently stored to simplify the creation of future test scripts, standards and protocols. A comprehensive report detailing how the application performed under load and stress is then delivered.
Benefits
- Verifies end-to-end voice system performance
- Verifies scalability of IVR, CTI and VoIP applications
- Troubleshoots system errors and bottlenecks, provides solutions and then re-tests to ensure issues are resolved
- Enforces service level agreements and provides problem solving rather that finger pointing
- Reduces redevelopment costs and frees infrastructure, equipment and technical teams for operational tasks
- Zero investment in technology or hardware required
Deliverables
- Detailed test plan prepared and implemented
- Test scripts provide valuable test asset for future builds and releases
- Real time reporting and access to performance data and log files
- Report summarising test results, pinpointing of problems, suggested solutions and re-tests confirming resolution of problem
- Full and comprehensive report delivered at end of engagement
- Test scripts and results from every run - including log files - are permanently stored for future use
