IVR Systems Testing

Checkboxes and checkmark on smartphone screen.

Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems.

However, with the use of Spearline’s IVR Tester, individuals may map a full IVR system automatically. This ensures the audio prompts playing at each stage of a call flow are playing correctly and utilizing the desired audio. Thus, ensuring your customers don’t experience any issues.

These IVR tools include interactive dashboard, IVR mapping, IVR transcription, audio capture, global coverage and scheduled testing.

What happens when a customer attempts to contact you but is unsuccessful?

The customer could be routed to the wrong department or they could be provided with outdated options. They could also be forced to disconnect prematurely along with several other issues.

If one of these problems did occur, it could result in your brand reputation being damaged.

A Solution Built for the IVR Testing Applications.

Spearline can provide you with a range of IVR testing solutions to prevent any issues from arising.

IVR Mapping

The IVR mapping capability crawls through each potential route of an IVR system. This is in order to give a complete map of all potential journeys and endpoints.

IVR Transcription

The IVR transcription feature automatically dials and transcribes all audio heard as it travels along each possible journey on an IVR system. This allows the problem to be repaired before it has an impact on the customer.

Audio Capture

Audio Capture provides links to all audio heard at each node of the IVR. This is presented in a complete map illustrating at which point of the IVR each audio prompt was present.

Global Coverage

Global Coverage allows the correct IVR options as well as the correct localization messages to be presented to the customer.

Scheduled Testing

Scheduled testing allows tests to run to ensure everything is working as it should. These tests can run inside or outside of working hours.

Interactive Dashboard

A map of each IVR and all possible journeys through an IVR system is provided on a visual dashboard.

Using Spearline’s IVR Testing Solutions Will Enable Your Company to:

  1. Resolve issues
  2. Optimize your IVR systems
  3. Save time
  4. Access global coverage
  5. Protect your brand reputation
  6. Prevent IVR issues
Author: Guest Author

Published On: 8th Jul 2022 - Last modified: 12th Jul 2022
Read more about - Contact Centre News,

Follow Us on LinkedIn

Recommended Articles

A cartoon of a happy person in a phone - IVR concept
Call Centre IVRs - How to Review and Improve Your IVR
Interactive Voice Response (IVR) Systems: What to Look Out For
letters spelling IVR
What Is an IVR and How Can It Benefit the Contact Centre?
What Is IVR (Interactive Voice Response)?