The Importance of IVR Testing and Monitoring Tools

At Spearline, we recognize that interactive voice response, or IVR, systems are an important point of contact between you and your customers and carry the weight of your brand message.

With this in mind, we have developed a comprehensive suite of IVR testing and monitoring solutions for you to track call and data flows to your agents irrespective of location, and receive full call detail records (CDRs) and a fully transcribed and mapped MP3 recording of each call.

Let’s take a look at just how our testing and monitoring tools can shore up your IVR system integrity.

Automation Gains

Perhaps the most widely recognized advantage of IVR systems is the automatic call filtering facility they provide, meaning call agents don’t have to deal with an alphabet soup of issues, while the caller doesn’t have to deal with transfers from one agent to another to have their query resolved.

This is just one of the myriad benefits of IVR. The following are some of the most important benefits of an IVR system:

• Cost-effectiveness
  • Reduced customer service call volumes
  • Access information outside of business hours
  • Reduced need to hire dedicated number testers
  • Efficient call routing
  • Reduced wait times
  • Increased first contact resolutions.
• Increased security
  • Combining interactive voice response applications with anti-fraud technology
• Error Reduction
  • AI can avoid human error.
• Higher customer satisfaction levels
  • Simple, prompt menu options and issue resolution heightens customer satisfaction levels

Now let’s take a look at some of the key features of Spearline’s IVR testing and monitoring tools.

IVR Mapping

Our IVR mapping feature initiates automated calls that examine every possible IVR interaction route. The result is a blueprint of all potential journeys and endpoints, eliminating the need to manually call and dissect each stage of an IVR.

Audio Capture

Our audio capture feature records and relays audio from each node of the IVR and presents it in a complete map illustrating at which point each audio prompt occurred.

The audio we capture is ascribed a PESQ (Perceptual Evaluation of Speech Quality) ranking. PESQ is an industry-standard audio quality measuring scale that rates actual audio according to the following parameters:

• Sharpness
• Volume
• Background noise
• Variable latency or lag
• Clipping
• Interference

IVR Transcription

Our IVR transcription feature automatically transcribes all audio as it travels along each possible journey on an IVR system. Transcriptions are presented in English on a complete map illustrating the point at which each IVR prompt was present.

Global Coverage

Spearline’s robust in-country IVR testing and monitoring infrastructure means callers receive the right IVR options and localization messages, making interactions easier and more pleasant.

Tailored Test Scheduling

Spearline’s customizable scheduling feature allows you to test your IVR system at whatever times suit your service; inside or outside of regular working hours, according to cadence or call-flow. Run multiple tests at once if you wish, the choice is yours.

Personalized Dashboard

We capture every call connected and provide you with an MP3 recording of each along with full call detail records (CDRs).  Your highly visual, interactive, personalized dashboard will provide summary statistics of every call.

Automated Incident Management

When issues arise, Spearline will issue real-time alerts directly to you based on the alerting policy you’ve chosen.  Alerts include CDRs (call detail records) of failed calls for faster troubleshooting and issue resolution. You can choose to make use of our handy integrations to make the process even easier.

Over and Out

At Spearline, our mission is to provide our customers with one platform to test and monitor all of their business-critical communications. Our IVR testing and monitoring solutions fit seamlessly into this model.

Our simple to use, no installation suite of IVR testing and monitoring tools provides complete visibility into your system, replicating every aspect of the call journey and providing a visually engaging graphical representation of your entire IVR.

With our robust mapping infrastructure, your development team can implement fixes quickly and verify that they are working correctly, in-country and across PSTN and mobile channels. This translates to real savings in MTRS/MTTR times.

Author: Guest Author