Whitepaper Explains How Contact Centers Can Get More out of Their Technology Investments

Deploying a new contact center system requires careful planning, especially in this current economic environment. In order to get proper return on your investment, you must be sure that the solutions you have selected will live up to their performance expectations. If they don’t, then contact center performance will erode and ultimately customer satisfaction will be impacted.


Furthermore, contact center and communication solutions must perform as designed in order to gain the operational efficiencies they were intended to deliver. That includes ensuring that the software and systems you choose not only precisely meet your needs, but interoperate with other legacy solutions and systems you intend to continue using. You have to test your network infrastructure and related systems to ensure they can support the systems you are installing – as you will only realize success through proper implementation.

Further still, there is the issue ongoing maintenance, as well as software and equipment reliability, not to mention whether or not the system you are considering is truly “future-proof,” meaning it can be readily modified or expanded in the future as your business needs change. Obviously, if the system you buy today doesn’t serve your needs a few years from now, or it requires an inordinate amount of maintenance, it will be that much harder to recoup on your investment.

To ensure your company realizes the ROI and customer satisfaction improvements you planned to receive from your new or existing solutions, it is essential that you establish customer experience-oriented, risk management test planning and implementation practices. IQ Services’ (News - Alert) Investment Protection Program allows companies to package and leverage test planning methodologies, technologies and years of testing experience to ensure they are getting the best possible customer experience and ROI from their contact center and communication solution investments.

IQ Services’ Investment Protection Program is an umbrella service comprised of risk analysis, test planning and test execution activities, which are bundled into a single program to help companies meet their unique solution, business and budget requirements. The test execution methodologies employed by IQ Services can be segmented into four categories:

--Functional testing: Testing performed during the development and deployment phases to ensure the solution and applications perform as designed and expected (by both customers and project stakeholders)

--Performance and load testing: Testing performed throughout the life cycle to benchmark, observe, tune and verify solution performance under various conditions including increased levels of traffic (via one or multiple channels)
--Availability and performance monitoring: Monitoring conducted during production and evolution phases to validate the solution’s availability and performance and to enable performance optimization efforts
Enterprise solution testing: Testing and management tools and services focused on ensuring that IPT solutions are fully functioning, properly configured, and thoroughly documented throughout the life cycle.

IQ Services -- which excels in the area of screen pop and call routing load test technologies -- offers a range of planning and testing services covering all stages of the contact center solution lifecycle, including development, deployment, production and evolution. In essence it is a service which helps guarantee stellar performance of your contact center by ensuring proper selection and implementation of contact center solutions, as well as continuous monitoring and optimization of solution performance throughout the product lifecycle. Think of it as quality assurance for all your contact center technology investments.

To learn more about the challenges contact centers face when deploying new technologies and how IQ Services can help, check out this informative whitepaper.

Also, be sure to check out IQ Services’ upcoming free Webinar, “Something for Everyone: Testing Multi-Channel Contact Center Solutions from the Customer Perspective,” to be held at 2 p.m. ET on Wednesday, June 3, 2009. To register for this free event, click here.