Contact centers are often made from best-in-class components. Many contact center implementations have elements that come from as many as 18 to 20 different vendors. Each one of those discrete elements—whether it’s the CTI routing and hunting package, the speech recognition technology, or the interactive voice system—is built to perform at peak levels by its vendor. In a sense, the process of building a contact center is similar to building your own car, piece by piece.
Different software application developers also have areas of specialty. They bring their expertise into building a full contact center, which is more than just voice in today’s world. The modern contact center transcends the voice channel to provide a true omni-channel experience. That means there are elements in the contact center tied to web and social media interaction. Of course, faxing and email are also still important elements of interaction in a lot of industries.
Stress testing is about making sure all those different components have been properly integrated within the contact center technology environment to deliver the omni-channel experience today’s customers have come to expect. It’s a reliable method to make sure the whole system will hold together when it’s running at its designed capacity, both in terms of velocity of interactions across all the different channels, and/or number of concurrent interactions handled by each component (e.g., the self-service IVR, speech recognition system, or the connections to agent desktop).
Prior to the stress test, all of your various system inputs should be gathered and funneled into the contact center ensuring all components in the system are effectively tested and utilized. When it comes time to perform a stress test, you have to send loads of traffic into the system to represent real customer interactions. It shouldn’t just be synthetic transactions created inside the system by a bit pump—it needs to be actual outside-in traffic that accesses and exercises all the elements in the public telephone network or internet, in addition to what goes through the internal network. Whether they’re voice, web, or WebRTC interactions, they should be an accurate representation of real-world usage, so you can have confidence your system will operate as intended in a real-world high load situation.
We’re able to create outside-in traffic across multiple channels to act just like real customers trying to interact with the system. We create test case scripts that follow step-by-step instructions —after every input the testing system stops and waits for the target system to give a response. That way, we can measure the performance at all stages of interaction.
With outside-in interaction, we’re sampling and reporting upon the experience that’s delivered by all that contact center technology sitting between your brand and the customer. We’re effectively making sure that the system can perform the way it’s supposed to when it’s running at full speed.
Our Prognosis toolkit can be deployed internally as an overlay on a multivendor contact center environment to collect data from the various vendor APIs. It gathers all relevant data and puts it on a single pane. Prognosis provides a bird’s-eye perspective of the technology’s reaction to the velocity of customer interactions.
What’s really cool about the integration between the inside-out Prognosis toolkit and the outside-in Testing perspective is that it gives you the ability to couple a view of the customer service experience with the internal metrics and analytics that Prognosis collects. Everybody knows how important the customer experience is in today’s world. When you combine that with information from all the different components and network elements within the contact center complex itself, it’s the equivalent to carefully tuning your car.
Customer issues will be effectively identified by the data collected by Prognosis. By comparing the tags on phone calls or browser interactions, we can significantly accelerate root cause analysis. We’re not just waving a red flag saying the something went wrong—we’re also providing deep-dive information that shows exactly what components were involved when the issue developed.
For more information about contact center stress testing, check out our recent webinar Identify Contact Center Showstoppers or contact us to learn more.
Mike has banked more than 40 years in telecommunications, contact centers and networking while working at Honeywell, GTE, PNC Associates, Verizon, IQ Services, and now, IR Testing Solutions.
Publish Date: April 14, 2016
|3.)||2P Perfect Presentation|
Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
|4.)||31 West Global Services|
We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
|5.)||AB Call Center|
Single window of services
Single UI for all of your resources.
|6.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.
Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.
We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?
|9.)||American Help Desk|
Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
|10.)||Fusion BPO Services|
Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.
Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
-Contact Center Services
-Customer Service Support
-Web Data Collection
-Telephone Data Collection
24/7 coverage, always finding the best solution for your business
|13.)||Bgcomm Contact Solutions|
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
|14.)||Boomerang Marketing SA|
BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market
|16.)||CallNovo Contact Center|
Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
|18.)||CLCA Call Direct|
Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.
We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
- Prospecting, commercial appointments
- Customer Care
- Technical Support
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