Hosted Call Center Featured Article
IQ Services' Jim Jenkins Discusses Benefits of Risk Focused Test Planning
August 20, 2008
IQ Services (News
), a provider of end-to-end, customer experience testing services for unified communications and contact center solutions, is helping companies to deliver the best possible service to their customers through flexible and responsive managed testing services.
Their full spectrum of expert quality assurance testing services not only helps companies to maintain required service levels but also achieve desired ROI.
Found in 1996, the company offers platform, vendor and language independent services including: test planning; application feature testing; load and performance testing; and post-cutover availability monitoring.
Most recently, the company announced a new Investment Protection Program designed to help businesses get the most out of their communication technology and infrastructure by making it possible for solution owners to manage and control financial, schedule and technical risks using proactive planning, testing and monitoring throughout the 5 stages of the communication solution lifecycle.
To help companies place project testing resources where they will deliver most value, the offering identifies areas of greatest and lowest risk throughout the life cycle.
I spoke with Jim Jenkins, President and CEO of IQ Services about the company and his upcoming presentation at Call Center 2.0, collocated at the ITEXPO (News
) show happening September 16-18, 2008 in Los Angeles, CA.
What has been your company’s biggest achievement in 2008 so far?
The introduction of two new offerings that are focused on helping customers manage the technical, schedule and financial risks associated with implementing new contact center and communications technology by providing a cost effective approach to defining and implementing quality assurance testing. Our Investment Protection Program provides a risk analysis and test planning process that compliments the in-house capabilities of our customers and results in optimizing the quality assurance activity necessary to help manage risk at an affordable cost.
Our Large Capacity StressTest offering makes it practical to generate thousands of concurrent calls, allowing customers to be confident the inbound capacity of a large solution is really available and that the solution delivers the required end-user experience.
What can we expect to see from your company over the next 12 months?
Continued improvement in customer service and expanded offerings related to unified communications environments.
How do you see the communications market evolving?
IP telephony is really happening and traditional telecommunications and contact center infrastructures will continue to become an integral part of IT. While this creates many challenges it also provides significant opportunity for cost savings and improved customer service.
What do you think the communications market might look like in five years?
Traditional telecom will still be around but will fade very fast. IP telephony and unified communications will be the foundation for virtually all business communications.
What will attendees learn about in your session at ITEXPO this September?
Attendees will learn the value and contribution that risk focused test planning and implementation can make to improve the success of their contact center and communications solutions.
What type of attendees do you think should come to your session?
People responsible for the successful implementation and on-going support of contact center and communications solutions - managers and technical implementers.
Why should customers choose your company’s solutions?
Because our objectives, processes and services are dedicated to making sure customers take the most cost effective approach to planning and implementing testing that helps ensure their ROI and customer satisfaction objectives are achieved.
Please make one surprising prediction for 2009.
An increasing number of contact centers will return to the U.S. concurrent with the implementation of unified communications and increasing use of virtual contact center technology.
Rich Tehrani is President and Group Editor-in-Chief of TMC. In addition, he is the Chairman of the world�s best-attended communications conference, INTERNET TELEPHONY Conference & EXPO (ITEXPO). He is also the author of his own communications and technology blog.