Voice Quality Testing Solutions — Cyara

Voice Quality Testing Approaches

With such complex contact center environments, companies need ways to voice test and locate sources of voice quality issues. Voice quality testing should be run at every stage of the development lifecycle, including functional and, regression testing during development, load testing before deployment, and monitoring in production. Load testing is particularly important to ensure that quality does not diminish during high call volumes. Equally important is monitoring for voice quality on an ongoing basis.

Solutions are needed to support new test approaches: testing from the customer’s perspective, and testing end-to-end in both directions (bi-directionally), including to the agent handset. Here are the approaches.

1. Monitor Voice Quality from the Customer’s Perspective

The easiest and least intrusive way to measure audio quality is from the customer’s perspective. The first step is to test from the customer to the IVR. This is the simplest scenario to determine if there are quality issues between the customer’s equipment and the IVR.

2. Test End-to-End, Bi-Directionally

The next step is to test the whole chain from the customer to the agent, in both directions. This enables you to find incidences at any point in the chain where the customer or agent has difficulty in hearing one another.

When testing bi-directionally, there are two critical points that need to be specifically tested. #1 above tests the customer to IVR portion of the chain. Test the next part of the chain, which is the “switch,” to uncover any voice quality issues happening up stream from the switch. Then test the “agent station” to find any issues between the switch and the agent phone, which is the last part of the chain. Learn about the CX Assurance Platform, Voice Quality: A Critical Factor in a Great Customer Experience blog, and Can You Hear Me Now? 4 Best Practices in Voice Quality Monitoring.