IVR TestingA poorly designed & tested IVR Self Service System can turn away
your customers – let us help you deliver a seamless experience
to your customers

Interactive Voice Response systems play a critical role in automating business and customer support processes. Typically, an IVR system processes phone calls, plays pre-recorded messages, provides callers with real-time data and potentially routes calls to service agents.

A recent survey indicates that more than 83% of consumers avoid or stop doing business with a company when their IVR Self Service systems is poorly designed & tested. Keeping this view in mind, we believe that it is important for your IVR Self-service applications to be designed well and tested thoroughly to deliver a seamless customer experience to your end customers.

Our Service Offerings

We are one of the pioneers in offering IVR testing solutions and we work closely with IVR solution teams to offer end to end testing services. Our service offerings include:

  • Inbound Application Testing
    • Call flow testing by ASR and DTMF input. The verification will cover No Input, No Match, error flow and special scenarios.
  • Outbound Application Testing
  • Voice User Interface(VUI) Testing
    • Verification of user experiences of IVR system, Menu Options, Voice Prompt etc.
  • Error Flow Testing
  • Text To Speech(TTS) Testing
  • Call Recording Testing
    • Verification of call recording functionality
  • IVR Platform Migration Testing
    • Verification of IVR application behavior in different voice platforms
  • IVR Compliance Testing
    • Ensure the system compliance with W3C Recommendations Specification & VoiceXML 2.0 Implementation Report.
  • Fail over Testing
  • Contact Center Testing
    • Testing of call routing, call transfers between agents, agent to voice pages, agent to contacts, call screening, receiver controls, agent notes, disposition codes, agent’s voice check-in/check-out, reports, Agent Monitor, Supervisor Monitor etc.
  • IVR Functional Automation Testing
    • Fully automated simulation includes IVR (DTMF and Speech), Call Recording, CTI, Voice Quality, Inbound Routing, Outbound Dialers, Blended Inbound & Outbound Call Center Testing, Screen-pop Timing and Reporting.
  • IVR Load Testing
    • To ensure your application is reliable under high or moderate call load before or after full scale deployment.
  • Voice Biometric Testing
    • Verification for Enrollment, Failure to Capture, False Acceptance Testing, False Rejection Testing, Setting Equal Error Rate (Prior to go Live).
    • Testing using various devices and environments.

Why Sensiple ?

  • Extensive experience in delivering integrated Contact Center Application testing & report testing :
    • Call routing
    • Agent / Supervisor desktop etc.
    • CC Statistics
    • Activity report
  • VUI analysis report
  • IVR Automation Testing using ClinTest – a proven product from our Partner RealityCorp.
  • Expertise in Load Testing of IVR applications on any telephony platform, including Avaya, Dialogic, Intervoice, NMS, Hollyconnect, Voxeo, CISCO, Nortel & Genesys
  • Experience in testing multiple IVR based systems.
  • Expertise in Cyara Replay Portal/Jmeter, Hammer Call Master, Web Scarab, Nagios, Chef.

Solutions Delivered

Developed and enhanced over 2,000 websites across domains

Designed and developed an official website for the mayor of a major city in the USA

Supported enterprise-level Lab Management System for a Fortune 500 Healthcare major

Established a Loan Processing System for a major bank

Developed a Real Time Trading Platform for a trading company

Provided Data Feed management services to a major Hedge fund firm with 24/7 support

Provided Application Deployment and monitoring support to a major Telecom company

Profitably implementing ITSM for a global Language Interpretation company

For the study of patients discharged from hospitals, designed HIPAA compliant Enterprise App & its Mobile version

Use of our IVR system to service high call volumes for an Airlines company, reduced cost and improved the traveler's experience

For a service center - Integrated voice authentication service with Genesys Agent Desktop

Built a test automation tool called “SWIFTest” for Functional Automation Testing

Working on a test framework for Functional Automation Testing

Happy to Help