Contact Centre^® (CCM) - Agent, CTI, Routing testing for Contact Centres

Overview

The CCM^® module in conjunction with the Cyara Cruncher^® & Replay^® Modules enables customers with the Genesys™ CIM and Inbound platform to perform end-to-end testing of their Contact Centre environment.

CCM^® provides an end-to-end testing solution for contact centres, right through from call inception at the IVR through to call completion at the agent level.

CCM^® also provides the functionality to run the tests in a repeatable manner on-demand providing you with a consistent framework to benchmark your contact centre operations against any proposed changes.

Benefits

1. Pre production end-to-end Call Centre Testing to ensure planned system operation

2. Increased customer satisfaction due to risk mitigation of

   • Teething issues

   • Predictability of system performance under load

3. Verification of customer interaction handling as per expected

4. Validation and verification of proposed routing strategy based benefits. E.g. Will Service Level Routing improve Contact Centre performance over Business Priority Routing?

5. Report on every segment the interaction

6. Simulate agent behaviour and measure customer impact

7. Test new routing strategies without impacting actual customers

Features

The CCM^® module is designed to provide the following functionality:

1. Create numerous call scenarios to emulate your customer’s client base. Generate a specified large amount of call traffic using various call scenarios to simulate call traffic into the contact centre.

3. Track each and every call generated right through to the agent to understand how each call traverses through the call centre to arrive at its destination.

4. Report on how long the call spent in each leg to provide you with an understanding of the true customer experience.

5. Automate agent call handling and measure the  impact on the contact centre environment. 

6. Create a live call centre simulation environment which delivers end to end Contact Centre testing.

Recording of all calls

All calls are recorded (wav format) and can be played back to find out what really happened.

User Friendly Reports just a click away

CCM^® reports provide the details of your test calls for a complete view of performance.

Reports are in a summary format which provides management summary reports and 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.

Call us for a free demo today +61 3 96078304 or email us on sales@cyarasolutions.com