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What is Automated Feature Function Testing? (And why you need to know) - IR - ContactCenterWorld.com Blog

What is Automated Feature Function Testing? (And why you need to know)

It takes extensive testing to ensure that your automated features are working properly. Automated Feature Function Testing (AFFT) is a way to make sure that every single possible combination of inputs and data results in an application are tested to verify that it’s adhering to specification.

To perform AFFT, it’s necessary to try every possible input at every step of the menu tree. Even if the menu only gives you two options (like press 1 for a live agent and 2 for an automated system), AFFT will try all other digits along with pound and star. Those are options that people might try select and you need to know what the system does whenever something unexpected occurs.

Human Testers

When a company implements a self-service IVR application (or makes a change to an existing application), they often hire real people to make test calls. They dedicate staff to test every possible combination at every level of the menu tree. Even a fairly simple application can involve a large number of telephone calls. A human has to sit down with a checklist and make hundreds or even thousands of calls to investigate all the unvoiced menu options and the various negative cases.


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This can potentially cause a significant delay in the release of the IVR application, which has probably been retooled to be more efficient and provide a better customer service experience. Of course, any delays will undoubtedly have an impact on the enterprise’s ROI.

Precision, Focus, and Efficiency

With automated feature function testing, we create test case scripts that people can execute either one at a time or in bulk. All the twists and turns at every combination and menu level can be navigated with automated precision. You can be confident that the numbers dialed, the inputs offered, and the timing of those inputs have been placed accurately and consistently.

The calls are also recorded, allowing for discrepancy documentation to be collected by the system. The documentation is made available to developers, designers, or anyone else who needs to investigate why a test call didn’t proceed according to specification. Additionally, word-by-word transcripts are made to show exactly what the test call hears.

Your staff can stay focused on their core competencies instead of having to drop everything for days at a time, depending on how many test cases there are and how many people are on the task. An automated process is capable of going through phone calls 24 hours a day, 7 days a week. You can also crank up multiple simultaneous test calling automated instances if you so choose. In addition to saving staff resource time, you’ll also save valuable calendar days and move the applications to production much more quickly.

IR offers automated feature function testing as a managed service. We take possession of your specifications and design documentation to create test case scripts. We also manage the execution and deliver the results for you to analyze. Alternatively to paying for a managed service, we make AFFT available as a licensed product. We’ll provide training so that you and your staff can learn how to create the test cases, execute the test cases, and gather the relevant documentation. You’ll be able to use the tool as often as you want to create a great library of test case scripts, which can be beneficial for regression testing.

 

Mike Burke

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.

 

Source: http://www.ir.com/blog-uc/what-is-automated-feature-function-testing-and-why-you-need-to-know

Publish Date: April 28, 2016


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

5.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

9.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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