Loud and Clear: IVR Testing Tools

Stethoscope on the smartphone on a grey background

At Spearline, we recognize that interactive voice response, or IVR, systems are an important point of contact between you and your customers and carry the weight of your brand message.

With this in mind, we have developed a comprehensive IVR testing solution for you to track call and data flows to your agents irrespective of location.

Let’s take a look at just how our testing tool can shore up your IVR system integrity.

Automation Gains

Perhaps the most widely recognized advantage of IVR systems is the automatic call-filtering facility they provide, meaning call agents don’t have to deal with an alphabet soup of issues, while the caller doesn’t have to deal with transfers from one agent to another to have their query resolved.

This is just one of the myriad benefits of IVR. The following are some of the most important benefits of an IVR system:

  • Cost-effectiveness
    • Reduced customer service call volumes
    • Access information outside of business hours
    • Reduced need to hire dedicated number testers
    • Efficient call routing
    • Reduced wait times
    • Increased first contact resolutions.
  • Increased security
    • Combining interactive voice response applications with anti-fraud technology
  • Error Reduction
    • AI can avoid human error.
  • Higher customer satisfaction levels
    • Simple, prompt menu options and issue resolution heightens customer satisfaction levels

Now let’s take a look at some of the key features of Spearline’s IVR testing tool.

IVR Mapping

Our IVR mapping feature initiates automated calls that examine every possible IVR interaction route. The result is a blueprint of all potential journeys and endpoints, eliminating the need to manually call and dissect each stage of an IVR.

Audio Capture

Our audio capture feature records and relays audio from each node of the IVR and presents it in a complete map illustrating at which point each audio prompt occurred.

IVR Transcription

Our IVR transcription feature automatically transcribes all audio as it travels along each possible journey on an IVR system. Transcriptions are presented in English on a complete map illustrating the point at which each IVR prompt was present.

Global Coverage

Our robust in-country testing infrastructure enables companies to ensure that their callers are receiving the right IVR options and localization messages regardless of where they are calling from.

Tailored Test Scheduling

Spearline’s customizable scheduling feature enables you to map your IVR flows at whatever times suit your service; inside or outside of regular working hours, according to your cadence.

Personalized Dashboard

Maps of every IVR and every possible IVR journey are made available to you through your own, personalized and highly visual interactive dashboard.

Over and Out

Our mission is to provide our customers with one platform to test and monitor all of their business-critical communications. Our IVR testing solution fits seamlessly into this model. Our simple to use, no installation IVR testing tool provides a visually engaging graphical representation of your entire IVR.

With our robust mapping infrastructure, your development team can implement fixes quickly and verify that they are working correctly, in-country and across PSTN and mobile channels. This translates to real savings in MTRS/MTTR times.

Author: Guest Author

Published On: 26th Oct 2022
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