March 06, 2006
Empirix Patent Technology Enables Automated Testing of Dynamic Voice and Speech Applications over IP and TDM
TMCnet Contributing Writer
. has been awarded U.S. patent # 6,957,420 for testing non-deterministic behavior of voice and speech applications. This technology, which plays a pivotal role in its Hammer testing products, enables Empirix to intelligently test next-generation contact center technologies, such as voice and speech applications that interact with callers dynamically rather than through a rigid path.
Previously, the only way to test these dynamic applications was manually. Since one had to rely on human testers to determine every possible path and then test each individually, the testing was time consuming and not always accurate. With new technology, the entire process has become faster and more precise.
Hammer CallMaster is the medium for Empirix's non-deterministic testing ability .It is the scripting tool used to create automated tests that are then executed via Empirix's Hammer call generator.With this technology, Hammer CallMaster can automatically map out all likely paths for a dynamic voice transaction and then execute tests that verify functionality, performance and voice quality.
Using Empirix's OneSight proactive monitoring solution, the same test scripts can later be executed in a production environment, to ensure quality of live applications and infrastructure.
Speech application problems have gained attention in the last few months and sites have come up to help guide consumers through the process of getting to a live agent.
Doug Williams, Vice President of Engineering for Web and Contact Center Solutions at Empirix asserts in a press release that both application design and quality assurance are important to make the applications work.
“Proactive, automated testing and monitoring can go a long way toward improving application performance and thus the caller experience. Many problems that callers experience are not due to design, but to poor quality - for instance, applications that malfunction under a heavy caller load, or that misroute calls.”
A number of speech application designers rely on manual testing to evaluate their applications. However this approach uncovers fewer than 50 percent of functional problems and cannot uncover load-related problems.
"Our ability to evaluate non-deterministic voice applications brings a new level intelligence to automated testing," added Williams.
Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.