Hosted Call Center Featured Article

IQ Services: Performance and Load Testing for Screen Pop and Call Routing

By Jessica Kostek, TMCnet Channel Editor

IQ Services (News - Alert) is a provider of end-to-end, customer experience testing services for complex unified communications and contact center solutions. Its patented technologies and methodologies go beyond component level testing, company officials say, to deliver end-to-end performance testing of integrated solutions from the end-user perspective.

 

Because the services are all designed to automatically generate real voice and data traffic into customer solutions, IQ Services’ offerings are vendor and language independent. 

 

IQ Services claims to be an industry pioneer in the area of screen pop and call routing load test technologies. The company believes that although these technologies are “invaluable to the performance and quality of a contact center, they are not without problems.”

 

Every system must coincide and work effectively to produce quality results. Each telephone call and data associated with the call may travel through different systems to reach the agent. If either the call or the data gets delayed, lost or inaccurately routed, the agents can’t help customers leaving everyone in a sour mood.

 

For those who may have concerns or problems with screen pop or call routing performance, IQ Services has provided a fast and easy way to identify problem issues.

 

Method 1: Routing Validation Without Agents - route to ACD queues that play specific announcements.

Method 2: Routing and Screen Pop Validation With Agents - the number of agents required is determined by your specific queuing and configuration needs.

Method 3: Routing and Screen Pop Validation Without Agents - This method is especially popular in proof of concept situations where repeated testing may be required as new capabilities are created.

 

A more in-depth explanation about these methods developed by IQ Services can be found here in their White Paper.

 

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Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

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Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.

Edited by Jessica Kostek