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Contact Center Testing
Test every contact center journey end to end
Optimize customer experience with managed service testing for contact center access, voice quality, and IVR navigation, powered by CSG’s global test network.
See your contact center the way customers do
Customers call when the issue matters. Assure Contact Center Testing tests the full journey end to end, from access and answer delay to voice quality and IVR navigation, so you can catch issues before they affect customer experience.
Test real access - Simulate callers across countries and networks to verify your contact center numbers work as expected.
Validate the full IVR path - Confirm customers can navigate menus correctly with touch tone or voice and reach the right destination.
Detect issues early - Use continuous testing, dashboards, and alerts to identify problems fast and route action to the right team.
Capabilities
Test access, IVR, and live-agent journeys end to end
Assure Contact Center Testing helps you validate the full customer journey, from access and answer performance to IVR navigation, live-agent interaction, and ongoing service monitoring in a cloud-native managed service.
Verify customers can reach you
Check inbound and outbound connectivity, ringing delay, answer delay, CLI delivery, and call quality for toll and toll-free numbers, so you can spot access issues before they affect customer experience.
Test toll and toll-free access numbers
Validate connectivity across carrier and network paths
Measure ringing and answer delay
Verify CLI delivery
Identify issues affecting callers from specific networks or countries
Validate every menu path
Test predefined IVR journeys, confirm callers reach the expected nodes, verify both touch-tone and voice navigation, and validate the transition from self-service to a live agent.
Define and test expected IVR journeys
Confirm callers reach the correct nodes and destinations
Validate DTMF and voice navigation performance
Check IVR setup against expected call flows
Test the handoff from self-service to a live agent
Measure the audio experience
Simulate customer calls and generate objective voice-quality scores to help validate call clarity across access paths, IVR flows, and the live-agent experience.
Simulate real customer calls across different networks
Measure voice quality using objective scoring
Validate audio quality across IVR and agent interactions
Identify quality issues affecting the caller experience
Support faster troubleshooting with clear test results
Test beyond the IVR
Validate the full contact center journey through to live-agent interaction, including platform handling, call quality, and follow-up actions such as callback and SMS.
Validate the transition from IVR self-service to a live agent
Test whether the platform handles calls properly through the agent stage
Confirm call quality for the live-agent experience
Support validation of agent callback and SMS follow-up scenarios
Catch issues across the full customer journey, not just the entry point
Spot issues fast
Use interactive dashboards and alerts to drill into failures, track trends, and speed up resolution across access, IVR, and agent-related scenarios.
View results at summary and test-case level
Drill into failures and performance trends
Trigger alerts when tests fail
Support faster routing of issues to the right team
Improve visibility across recurring and ad-hoc tests
Benefits
Why CSG Assure Contact Center Testing
Protect satisfaction
Test one of your most important communication channels before issues affect the caller experience, NPS, or efficiency.
Find issues earlier
Use proactive testing and continuous monitoring to catch connectivity, audio and navigation issues early.
Test the full journey
Validate inbound and outbound connectivity, IVR navigation, and agent interaction as one connected experience.
CSP multi-customer support
Manage contact center testing for individual enterprise customers, with customer-specific setup, segmented test programs, and interactive dashboards.
Largest global test network
Leverage 600+ test nodes in over 150 + countries across fixed and mobile networks.
Trusted to deliver real results
1
week deployment time
600+
global test nodes across 150+ countries in calls
150+
operators and carriers supported worldwide
Customer stories
Trusted by companies who compete on quality
When industry leaders need to move billions of dollars without error, they rely on our infrastructure.
Our retail traffic business has been, is and will be our most valuable asset. CSG Assure really gives us the opportunity to test our suppliers and select them based on our KPIs, which include various quality parameters.
Nobel
Assure is a strategic tool which contributes to our success in delivering uncompromising quality and attracting traffic from quality conscious mobile operators.
Tata Communications
Test with more confidence
Get started now.
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