Periodically, we turn over control of the CenturyLink Cloud blog to members of our certified technology Ecosystem to share how their technology on the CenturyLink Marketplace provides customers with low-friction solutions to solve complex business challenges. This edition’s guest author from the Cloud Marketplace Provider Program is Russ Zilles, VP Testing Solutions for IR.
Assess, tune, and verify the Customer Experience (CX) delivered by your UC and/or Contact Center technology with StressTest™ load/performance testing and HeartBeat™ experience testing and alerting, two cloud-based offers from IR available on the CenturyLink Marketplace. No need to purchase hardware or software; we test from the outside-in, without adding any products to your infrastructure.
StressTest goes beyond component level testing to deliver comprehensive performance verification of production systems and environments. Test calls are generated remotely and access your system via the Public Telephone Network, just like real Customers, following a carefully defined test case script to access and interact with your communications technology. By testing UC, IVR, and contact center systems from the outside-in, StressTest reveals the customer perspective of system performance under real-world conditions.
Whether it’s a new service, recovery after repair, or upgraded or expanded self-service capabilities, StressTest allows you to proactively identify issues and manage the risk associated with implementing complex UC and contact center solutions.
HeartBeat generates automated Virtual Customer® test calls that access and interact with your UC and contact center technologies just like real Customers. You decide how many calls per hour HeartBeat makes to give you outside-in quality information. It completely removes the need for manual testing while giving you comprehensive insight into the availability, performance, and quality of service your technology delivers.
If the target system isn’t available or the response at any step of the scripted interaction is not as expected or takes longer than anticipated, the Virtual Customer process immediately notifies you via e-mail or SMS message. All test calls are recorded and results immediately published to a secure online portal. This means you don’t have to try to replicate issues, and your team can get straight on it before your customers are affected.
Proactive Prognosis Virtual Customer Testing Results in the Following Benefits:
Go into production with confidence. Outside-in, end-to-end performance testing in the production environment ensures that your customers’ first use experience will be a good one.
Go home with confidence. Continuous testing and interaction with your critical UC and contact center systems ensure you’re never surprised on Monday morning by a failure that’s been out there since Friday night! We’ll let you know as soon as any issues are identified.
Spend less time finding and fixing problems. Evaluate and optimize system performance and achieve fast problem resolution so you spend less time trying to pin down issues and dealing with dissatisfied customers.
Give your customers the experience you planned for them. Receive a weekly report documenting your solution’s availability, functionality, and performance. Use call history data to analyze trends and statistics to gain the insight you need to meet and enforce SLAs.
Test Drive the CenturyLink Platform
IR Prognosis HeartBeat and IR Prognosis StressTest are available on the CenturyLink Marketplace. The CenturyLink Marketplace showcases technology solutions that solve complex business challenges, partnering with IR brings robust Customer Experience solutions to CenturyLink customers. If you are a current CenturyLink Cloud customer and you are ready to get started with Customer Experience testing from IR, visit the IR company page on the CenturyLink Marketplace.
If you are ready to get started but are not yet a CenturyLink Cloud customer, no problem. Sign-up for a free trial today. Designed for your business needs today and tomorrow, the CenturyLink Cloud is reliable, secure, robust, and global.
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