ReplayŽ - IVR and Speech Application Testing, Functional Testing
The ReplayŽ module performs application testing and functional testing of the applications for your IVR, Speech, Biometrics, Voice Callback system. ReplayŽ tests your applications and any changes to them to ensure any modifications made to your applications do not negatively impact other unchanged parts of the system/applications. Test each and every call flow. Make sure the application call flows and prompt match the specifications and requirements.
You don't need to modify your IVR applications (e.g. inserting DTMF tones etc) to test them with ReplayŽ. ReplayŽ uses speech recognition technology to intelligently traverse your IVR.
Perform Complete Functional Application Testing
Use ReplayŽ to benchmark the performance of your IVR applications and contact centre infrastructure. Perform complete automated functional testing at the click of a button. ReplayŽ will automatically notify you of any failures slashing your testing time. Use ReplayŽ to benchmark your existing applications and as a quality assurance process to roll-out new versions of the applications.
Reduce Customer Frustration
ReplayŽ 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
True Customer Experience Insight
ReplayŽ places real through your IVR. It traverses the IVR intelligently using speech recognition, DTMF, Text-to-Speech and custom audio to emulate a real customer and records the calls and response times. Gain true insight into your customer experience without impacting actual customers.
Benefit from the Cyara advantage
- Your IVR applications dont need to be modified to use Replay
- Reusable library of user definable test cases and customer call flows
- Repeatable, consistent automated testing process 24x7
- Online interface - work remotely
- Pay-as-you-go!
- Supports DTMF, Speech, VXML and Voice Biometrics based IVRs and Voice Platforms
- Platform Independent
Easy to use
Configure your system, build your test cases using our web interface or have us build them for you. Set up campaigns to run at your convenience. Listen to your calls remotely using your web-browser.
User Friendly Reports just a click away
ReplayŽ reports provide the details of your test calls for a complete view of application functionality. Reports are in a dashboard format and allow you to drill down for more granular reporting right down to the call level. You can also report on historical data to compare previous performance to the present.
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.
Choice of hosted or premise based deployment
The ReplayŽ solution is available to be deployed as a premise-based solution or in a hosted environment offering you the flexibility and choice to suit your requirements.
Supports all platforms
ReplayŽ 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
