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Assure Contact Center Testing
Datasheet

Assure Contact Center Testing

Are you offering your customers the best contact center code and IVR quality? Learn about how CSG can help you ensure IVR quality.

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Ensure customer satisfaction at the frontline of customer communication

Contact centers are more important than ever. 76% of people who contact customer service do so over the phone. Over half of callers have always or most of the time tried some form of self service first. So their issues are important, complex, and unresolved.

Are you offering your customers the best contact center voice and IVR quality? Do you know?

For complicated interactions

For complicated interactions. 40%: 40
LabelValue
40%40
of customers prefer talking to a real person over the phone for more complicated interactions such as payment disputes

For quick resolution

For quick resolution. 58%: 58
LabelValue
58%58
of customers prefer a quick resolution of urgent issues through phone calls over other channels

Poor contact center service quality negatively impacts customer satisfaction

Service leaders will often admit that their IVR systems have a negative effect on customer satisfaction. Costs include churn, call center inefficiency, and lower NPS.

44%
of consumers are “enraged” when they get disconnected
83%
of callers would avoid a company after a poor experience with an IVR

To ensure quality calls to and from the contact center, you need to test from beginning to end

Assure Contact Center Testing Infographic

CSG’s contact center testing solution

Optimize customer experience with managed service testing for contact center access, voice quality, and IVR navigation, powered by CSG’s global test network.

Local customer simulation

Simulate customers calling from different countries and networks.

Contact center access testing

Test connectivity and call quality experience of both platform and agent interaction.

IVR navigation testing

Validate customer navigation through the IVR menu structure.

Contact Center Testing as a Service

Benefit from continuous test execution and monitoring of results.

Test result output

Generation of alerts in case of issues, and access to test results through dashboards and reports.

Deliver a better customer experience with end-to-end contact center testing

Identify issues before your customers do. CSG’s contact center testing solution validates IVR navigation, inbound and outbound connectivity, and critical communication channels—helping you launch faster and deliver a more reliable customer experience.

  • Test the complete customer journey from end to end.

  • Proactively identify inbound and outbound connectivity issues.

  • Validate IVR navigation and voice interactions.

  • Access a global testing network with 500+ nodes across 150 countries.

  • Monitor trends and performance through interactive dashboards.

  • Set up cloud-based testing environments for rapid launch.

  • Route alerts to the right teams for faster action and resolution.

Ready to learn more?

Let us help you test your contact center today.

Schedule a Demo