Contact Centre® (CCM) - Agent Automation, Contact Centre Simulation & Testing
The Contact Centre Module completes Cyara’s end-to-end contact centre testing capability by automating the agent functionality. CCM® provides an online interface to configure and control thousands of agents to enable them to automatically login/logout, answer calls, put them on hold, transfer them etc. This module enables you to ensure your calls are being delivered to the right agents, correct data is attached to the call and perform end-to-end contact centre testing.
Simulate, Validate & Test Contact Centre Operations
CCM® enables you to simulate and performance test your Contact Centre in an automated manner using real calls without impacting your customers and your agents. Use CCM® to performance test your Contact Centre operations prior to going live to ensure optimal system operation.
Reduce Misrouted Calls and Lower Risk of Deploying Routing Strategies
Ensure calls are routed to the targeted agents when changes are made to the Genesys routing strategies. Use the CCM® to automatically login and control hundreds of agents and emulate their behaviour.
Optimise without Compromise
Run repeatable campaigns to gain true insights into your potential business outcomes without affecting any real agent data or impacting any customers. Create customisable workflows for agent activities including:
- Login agents
- Logout agents
- Place agents in Ready mode
- Place agents in Not-ready mode
- Answer calls after specific ring times
- Place calls on hold
- Transfer calls to other agents or destinations
- Attach data to calls (Key Value Pairs)
- Place agents in After Call Work mode
Easy to use
Configure your system, build your various test cases using our web interface or have us build them for you. Set up campaigns to specify total number of simultaneous agents to be automated and the time at which the campaign should be run.
Built-in Call Recording
All calls are recorded (wav format) and can be played back in your web browser or downloaded to your PC. Identify and resolve issues quickly. Listen to and benchmark your customer and agent experience.
User Friendly Reports just a click away
CCM® has a powerful drill-down management reports available from a web-browser. Our exception based reports are displayed in a summary format which allow you to drill down for more granular reporting and performance metrics.
Use the data to benchmark system performance, analyse and track problems, drive continuous improvement, and enforce service level agreements. You can also report on historical data to compare previous performance to the present.
Contact us today for an obligation free demo and trial:
sales@cyarasolutions.com
