Companies are constantly enhancing their contact center technology to positively influence interactions and response times, with the intention of improving customer satisfaction, retention, and revenue. Contact center systems including Interactive Voice Response systems must work together well with the different technical components in an omnichannel environment.
STAMP generates actual interaction volume (call, E-mail, chat, webform, SMS) to load test contact centers, creating real-world conditions and ensuring systems are sized and configured correctly.
For developmental assurances, STAMP performs and records end-to-end contact center testing. It provides verification that systems are working as designed, including call flow validation, data transfer across different applications, and system response time within an acceptable range.
STAMP analyzes how contact centers function during stress conditions and uses high volume simulation to measure responsiveness under duress such as outages, incidents, or disasters.
As new Contact Center Testing features and functionality are rolled out, STAMP can perform regression tests to ensure systems are stable, reliable, and there has been no impact to existing customer experience.
STAMP verifies that production environments are functioning all of the time and providing expected responses. If failures are detected, STAMP alerts operations before the customer’s experience is negatively impacted.
STAMP tests every customer experience channel and support system in an automated, repeatable approach that saves both time and resource.
STAMP performs load and stress testing to make sure the system can tolerate peak volume spikes in traffic or other conditional factors.
Regression testing and heartbeat monitoring ensures that agents or customers will not experience a systemic problem, thus improving brand satisfaction.
Test plans and cases are reusable, schedulable, and can be run by developers using REST-based APIs.
The point-and-click environment allows project resources to design and deploy tests, reducing administrative work and developer efforts.
Monitors IVR, telephony systems, routing, reporting and CTI systems, and back-end integrations
Monitors IVR, telephony systems, routing, reporting and CTI systems, and back-end integrations
Provides real interactions and transactions to test under load or 24/7
Creates test plans quickly either by importing APIs or designing plans within STAMP.
Export or Clones test plans for archiving or repeating procedures
Generates consistent monitoring plans through configurable intervals
Fully traverses through IVR menus for DTMF and voice-enabled experiences
Supports omnichannel contact center testing including SMTP email, web email, and chat interaction types
Offers a comprehensive test data management suite to comply with PCI/DSS and HIPAA
Delivers advanced test data management such as set-up and reset data prior to execution, group data items, collect data items from other databases or backend systems via web services
Enables tests to be grouped, saved, stored, and shared between IT, DevOps, and the testing team
Provides rule-based “virtual agent” mimicking agent actions
Includes historical reports with drill-down insights and real-time monitoring for configurable levels (success, failure and warnings). Offers configurable notification levels based on failures
Generates real-time view of test execution
Records and listens to calls and can pause, rewind, and forward the interactions
Provides comprehensive API availability enabling Agile and DevOps for development teams
