IVR is simply a almighty instrumentality for managing telephone queues and improving lawsuit satisfaction, but it requires attraction for optimal use. Regular IVR investigating is indispensable to marque definite your strategy is unafraid and works arsenic it should. Testing besides helps you amended telephone flows, guarantee quality, and recognize performance.
Here are the antithetic types of IVR investigating tools you’ll request successful bid to tally an businesslike and palmy system.
Types of IVR investigating tools
1. Automated IVR investigating tools
These tools automate the process of interacting with your IVR system to get a consciousness of what it would beryllium similar if a idiosyncratic were utilizing it. They simulate calls, navigate menus, input data, and verify responses truthful you tin place points wherever imaginable issues mightiness hap — without having to instrumentality the clip to spell done a full clump of scenarios yourself.
This benignant of investigating is particularly utile erstwhile archetypal mounting up your IVR system, since it won’t person been utilized yet by progressive callers. It’s besides a bully thought to tally done automated investigating immoderate clip you marque immoderate changes oregon additions to it, oregon integrate caller software, similar a CRM.
These 3 main areas of investigating are called functional testing, regression testing, and integration testing. Automated IVR investigating tools, specified arsenic Cyara, tin grip each 3 of these areas.
2. IVR show and load investigating tools
While automated IVR investigating tools tally done scenarios 1 astatine a time, show and load investigating tools simulate aggregate scenarios each astatine the aforesaid clip to spot if the IVR strategy tin grip the volume.
These tests typically absorption connected the following:
- Load testing: Measures however good the IVR responds to a mean oregon highest load of simultaneous users and information transportation requests.
- Stress testing: Monitors what happens erstwhile the IVR gets a precise dense load each astatine erstwhile oregon successful a prolonged manner.
- Scalability testing: Checks however the strategy would accommodate to changes successful the size and complexity of the workload, specified arsenic changes to the fig of users oregon web traffic.
The main situations wherever you would usage show and load investigating tools are erstwhile you enactment a caller strategy successful spot oregon erstwhile you’re expecting upcoming periods of higher telephone volumes. They’re besides large if you privation to grow your IVR’s capabilities but aren’t definite if the strategy volition beryllium capable to grip it.
If you’re already experiencing problems, show and load investigating tools tin assistance you place the root of the problems and interruption up bottlenecks. Empirix Hammer is simply a noteworthy show and load investigating instrumentality worthy looking into.
3. Voice prime and code designation investigating tools
An IVR strategy is lone arsenic bully arsenic its quality to interact with a caller and recognize what the caller says successful return. That’s wherever dependable prime and code designation investigating tools similar Klearcom travel in.
First, dependable prime tools measure the clarity, consistency, and easiness of knowing of the dependable prompts that travel from the IVR. Then, they look for issues successful pronunciation, audio quality, and delays. Speech designation investigating tools besides measure however good the strategy understands what callers are saying to it.
The main areas these tools absorption connected are however accurately the strategy understands what’s being said and the scope of responses the strategy tin recognize — including antithetic words, phrasings, dialects, accents, and audio with inheritance noise.
Both dependable prime and code designation tools are captious erstwhile you’re processing your IVR since they assistance guarantee that the strategy tin some speak and listen correctly. They’re particularly important for businesses that person a highly interactive oregon analyzable IVR system.
If customers person to combat a instrumentality to get what they need, it’s much apt that they volition springiness up and inquire to talk to a representative. To marque things worse, successful these situations, they’re apt already annoyed erstwhile they yet get connected with an agent.
4. IVR telephone travel investigating tools
Call travel investigating tools absorption specifically connected the series of actions wrong an IVR system.
They marque definite each the menus are acceptable up successful ways that marque sense, that requests get routed to the close department, and that there’s either an casual mode to scope a typical oregon an different casual mode to woody with an mistake if thing unexpected happens wrong a menu.
Similar to automated IVR investigating tools, telephone travel IVR investigating tools simulate calls. But alternatively than mimicking imaginable lawsuit interactions, they methodically rhythm done the menus. As such, they tin archer you astir the accuracy of telephone routing, the easiness and effectiveness of your navigation, and what happens erstwhile thing goes wrong.
You’ll astir apt privation to usage telephone travel investigating tools erstwhile you’re archetypal mounting up your IVR and immoderate clip you update your IVR oregon adhd different paper furniture to it. Call travel investigating tools are besides important immoderate clip you integrate different bundle with your IVR, since integrations tin sometimes origin unintended loops oregon dormant ends successful IVR systems.
An open-source telephone travel investigating instrumentality is disposable connected GitHub from idiosyncratic SketchingDev.
5. IVR information investigating tools
IVR information is simply a immense deal. If you’re lone capable to bash 1 benignant of IVR testing, it should astir apt beryllium information testing. These place vulnerabilities successful your strategy and marque definite that lawsuit and concern information remains protected.
They tin besides assistance you debar issues with denial-of-service attacks, successful which malicious actors flood your IVR strategy with truthful galore calls that it becomes unusable.
There are 3 superior types of IVR information tests that businesses tin payment from:
- Vulnerability scans: These tests spell done each measurement of your IVR and look for places that hackers could interruption into, bargain accusation from, oregon different exploit.
- Penetration tests: Penetration tests are done by simulating a assortment of known attacks connected the strategy and seeing however good oregon poorly it responds.
- Authentication tests: These tests are done to marque definite your IVR can’t beryllium tricked into releasing confidential information by idiosyncratic pretending to beryllium idiosyncratic else.
Altogether, these tests supply you with a wide representation of your IVR’s vulnerability to attacks, letting you marque decisions astir however you privation to support it.
You should usage tests similar ProCheckUp, a beardown illustration successful the tract of IVR information testing, regularly passim the beingness of your IVR. It’s particularly important to bash information investigating aft making immoderate upgrades oregon changes, conscionable successful lawsuit immoderate information issues were introduced.
Using IVR investigating tools vs hiring pros
It’s imaginable to usage IVR investigating tools yourself, but immoderate radical similar to prosecute method experts to grip the assessment. Consider the pursuing factors erstwhile deciding whether to behaviour your ain IVR investigating oregon prosecute a professional:
- Your level of expertise: If you person anterior acquisition investigating IVRs, past you astir apt don’t request to prosecute a professional. While it is thing you tin learn, erstwhile clip is simply a origin and you don’t person the knowledge, past a nonrecreational whitethorn beryllium better.
- Your resources: Your fund is simply a cardinal information erstwhile deciding to usage a DIY attack for your IVR testing, arsenic are your clip and your competing priorities. Do you person the fund to prosecute someone? If not, bash you person the clip and bandwidth to bash it yourself?
- The complexity of your IVR: If your strategy is reasonably straightforward, chances are you tin bash the investigating yourself without excessively overmuch trouble. If you person a overmuch much analyzable system, it’s astir apt amended to outsource.
- The stakes for your business: Consider however important your IVR is to your concern operations and your relationships with customers. If thing goes incorrect with your IVR, tin your concern grip it, oregon would it beryllium massively disruptive? Similarly, if your customers’ information were ever compromised, however overmuch of a occupation would it beryllium for your business? The higher the stakes, the much apt it is you could payment from a professional.
It’s important to enactment that astir VoIP providers bash their ain IVR investigating and maintenance, truthful there’s nary request for you to interest astir it if you spell that route. If you’re utilizing a antithetic benignant of concern telephone system, you’ll request to marque clip for regular testing, whether you bash it yourself oregon find extracurricular help.
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