We validate our projects with a volume of real calls equal to those at production, thus minimizing the risks during going live
Performance Testing assess the whole Call Center infrastructure using real voice traffic and phone extensions.
Thanks to our own testing and analysing tools and methodologies which allow us to measure performance and assess the correct functioning of the systems, go live risks are minimized while a test plan, adequate to the Call Center complexity and business, is executed.
System analysis is not only aimed at specific Contact Center technology, but it also includes generic infrastructures on which any software may reside.
Tests are automated for every path customers might follow when interacting with the Contact Center. This ensures that end-customers’ experience goes according to design.
Call traffic similar to that of production is applied for a long period and without alterations of the platform availability. This allows us to assess the behaviour and performance of the Contact Center under production conditions.
Call peaks are applied to assess the performance of the elements in the Contact Center which do not use resources during all the call duration (e.g. IVR or routing).
Unavailability of some elements in the Contact Center is forced while a volume of calls and agents similar to those of production is introduced. This helps to analyze service degradation during failures and to determine recovery times.
The correct functioning of the platform is tested under a production load situation when backup elements are active.
It allows us to determine the maximum call capacity which the infrastructure can take.
Its purpose is to define the resources needed to support a higher level of call traffic than the current one.