Replay^® - IVR Application and regression testing solution

 

Overview

Replay^® provides automated repeatable application testing for your IVR.  It is designed to run through a suite of tests to make sure the application is performing according to the specifications.  Use Replay^® to ensure that any recent modifications made to the applications do not negatively impact other unchanged parts of the system or other applications.

Replay^® allows you to test each and every call flow of your application quickly and effectively every time changes are made to the application(s).

You don't need to modify your IVR applications (e.g. inserting DTMF tones etc) to test them with Replay^®.  Replay^® uses speech recognition technology to intelligently traverse through your IVR.

 

Benefits 

Benchmark your application performance

Use Replay^® to benchmark the performance of your IVR applications and contact centre infrastructure. This is particularly useful when upgrading or migrating to newer contact centre platforms.

Increase Customer Satisfaction

Replay^® provides you with detailed information on your system's performance. The results provide data which help you iron out flaws in your voice applications. This ensures that there are no hidden surprises for you or for your customers.

Reduce Customer Frustration

Replay^® 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:

• Unusual delays
• Busy tones
• Dropped calls
• Dead ends
• Incorrect speech recognition
• Failure to correctly respond

True Customer Experience Insight 

Replay^® traverses through your IVR remotely like an actual customer would using speech recognition, DTMF and Text to Speech providing true customer insight.

Features

Your IVR applications don’t need to be modified to use Pulse

Reusable library of user definable test cases

Repeatable and consistent process which allows for easy testing at any time

Online interface

Flexible plans

Repeatable and consistent process which allows for easy testing at any time

Supports for DTMF and Speech based IVRs and Voice Platforms

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 the time the campaign should be run and the test cases to be run during the tests.  Listen to your calls remotely using your web browser.

User Friendly Reports just a click away

Replay^® reports provide the details of your test calls for a complete view of performance. Reports are in a dashboard format which provides management summary reports and allow you to drill down for more granular reporting and performance metrics. You can also report on historical data to compare previous performance to the present.

Recording of all calls

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

Choice of hosted or premise based deployment

The Replay^® 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.

Cyara supports both TDM and IP environments.

Supports all platforms

Replay^® is platform independent and supports leading IVR platforms including Genesys, Avaya, Nortel, etc

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