CSG Assure Contact Center Testing
Optimize your customer experience with our managed service testing and service quality assurance solution powered by the biggest global test network in the industry
Simulate customers in over 500 fixed and mobile networks globally to interactively test, proactively monitor, alert and solve issues before they become an issue
- Is my customer experience consistent across countries and networks?
- Is my contact center platform set up correctly?
- Is my IVR accessible and performing well 24/7?
- Get answers to all these questions and more…
IVR Access Testing
Ensure customers can call your contact center numbers anywhere, anytime
Call the IVR access number from in-country mobile and fixed lines to verify the true customer calling experience. Is the call answered quickly? Is the expected welcome announcement heard? Does touch tone navigation work? Is the voice quality good? Answer all these questions with CSG Assure IVR Access Testing.
IVR Navigation Testing
Verify that the IVR is correctly set up and verify customer navigation through the IVR menus
Verify that the user can navigate properly through the IVR tree. Validate that the user ends up in the expected nodes in each of your pre-defined navigation scenarios and confirm that touch tone and voice navigation work.