Cruncher

Cruncher® - Intelligent IVR & Contact centre Load Testing

The Cruncher® module performs the load testing function in the Cyara Suite. Run Cruncher® campaigns to launch controlled avalanche calls into your Contact Centre using the test cases (customer call scenarios) configured in Cyara to load test your IVR, Voice Biometrics Authentication, Speech Applications, Voice Call Back system, Contact Centre and associated infrastructure to ensure exemplary performance under load, stress, soak, business-as-usual and disaster recovery situations.

Cruncher® configured in ‘Inbound’ mode serves a calling list for outbound dialers to place calls into; to ensure they are answered within the mandated legislation. Tune predictive dialers by emulating answering machines, fax machines and customers with various accents and behaviours using Cruncher®.

Generate peak and emergency loads

Cruncher® helps you to prove the end-to-end performance of your voice processing systems, call centre services, telephone lines, and other telephone related services. Simulate sustained traffic loads, sharp peaks, and controlled volumes in tests that are easily configurable and repeatable. Be confident that your system can handle the peak loads.

Simulate and Test Real-world Traffic and Scenarios

Cyara can generate real-world traffic coming into your contact centre with the ability to place each call from a unique customer and call flow. Specify real-world call distribution splays to different queues such as billing, new accounts or support. Dynamically blend various background noises to emulate actual customer calling environments. E.g. You can place calls from a customer in a cafe or night club to see if your IVR or Speech system can still provide the desired customer experience.

Reduce Customer Frustration

Cruncher® helps you to increase customer satisfaction and reduce customer frustration by proactively providing you notification of issues faced by your IVR platform and associated applications including the following:

• Actual prompts vs expected prompts
  
• Response times for each step
  
• Incorrect results for transactions
  
• Database related delays
  
• Successful call answer and busy tones
  
• Dead air and silence
  
• Dropped calls
  
• No input
  
• Dead ends
  
• Unanswered calls and network failure messages
  
• Inconsistent DTMF volumes
  
• Voice quality
  
• Incorrect call routing
  
• Network delays and jitter

Hosted Service - No hardware and software required for setup

Cruncher® is available as a hosted solution. It has no expensive hardware and software requirements. It can also be purchased as software license and is scalable to thousands of ports.

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 ports to be tested 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 experience.

User Friendly Reports just a click away

Cruncher® has a powerful drill-down management reports available over the web. 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.

Supports all platforms

Cruncher® is platform independent and supports leading IVR platforms including Genesys, Avaya, Nortel, Holly etc.

Contact us today for an obligation free demo and trial: sales@cyarasolutions.com