CX Assurance Blog

Posts about automated testing

    7 Must-Haves When Choosing Your CX Monitoring Solution

    Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.

    The Importance of WebRTC Monitoring for Business

    Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.

    Elevating CX With Phone Number Testing & Benchmarking

    Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX). Regardless of the industry you operate in, your phone numbers represent one of your most important assets. 

    The Beginner’s Guide to Voice Quality Testing

    We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or...

    The Importance of IVR Performance Testing in Contact Centers

    What Makes IVR Performance Testing interesting?

    Interactive Voice Response (IVR) systems are typically the first thing that a customer experiences when phoning a contact center. IVRs provide the customer with an initial greeting. They then direct the call based on...

    How IVR Testing Enhances CX in the Financial Services Sector

    Customer experience (CX) has always been critical in the financial services industry. According to Forrester, a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of...

    How Regression Testing Can Spur Business Growth

    Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their...

    Navigating Global Contact Center Challenges: The Need for Testing

    As transactions increasingly shift from physical, ‘bricks and mortar’ stores to online environments, the contact center agent often becomes the first person a customer interacts with. They serve as an essential bridge connecting customers and brands, and play a...

    Mastering IVR Testing, Part 2: 9 Best Practices for IVR Testing

    When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio, while 79% of contact center managers think their teams are...