The contact center space has become incredibly complex in recent years. From IVRs and LLM-powered chatbots, to SMS, email, and much more, assuring quality across various channels often feels like an uphill battle. Many contact center teams are forced to stretch their limited resources to meet top-line business objectives, adhere to evolving regulatory standards, exceed customer demands, and overcome the many risks that can emerge throughout the CX development lifecycle. Without the right tools at your disposal, your efforts to develop seamless customer experiences will fall short of excellent, leaving your customers dissatisfied.
Ensure IVR performance at scale with Cyara’s automated IVR testing solutions.
Studies have found that while 87% of businesses believe that they’re delivering quality interactions, their customers don’t agree. Instead, only 11% of customers feel satisfied with their experiences. Clearly there is a disconnect, which must be addressed so you can realize the true value of your CX investments and deliver quality interactions every time.
Manual testing and monitoring processes are holding you back from recognizing your CX’s true potential. Systems on their own, such as IVRs, require continuous testing and monitoring to satisfy your customers’ high expectations, but traditional and manual methods simply aren’t enough to ensure performance at scale. Your IVR is only as good as your testing strategy, and it’s time to take your CX to the next level with a comprehensive, automated solution.
The Hidden Burden of Manual Testing
IVRs are designed to streamline contact center operations and lessen the burden on your teams. But manual testing puts a drain on your team’s precious time and resources.
For example, let’s say your international brand has deployed a new IVR, which will manage thousands of phone lines for customers from every corner of the world. Each line must be properly tested, monitored, and managed to ensure the audio is high quality, calls are redirected to the right agent, and menus are updated. Your IVR’s performance relies on your ability to regularly update and improve your system, or your customers may be exposed to issues, leading to dissatisfaction and frustration.
It can take your team hours to manually test even a fraction of your IVR’s infrastructure. To conduct a manual test, a team member must call each number individually, dial through menu options, and follow a script to map a customer journey. This is an extremely time-consuming, repetitive process. And while they conduct these tests, your team members are unable to complete the other high-priority tasks needed to keep your contact center running smoothly.
Simply put, manually testing your IVR is an impossible task that cannot ever be fully completed, yet it’s draining your contact center’s time, money, and resources with little to show in return.
The Cost of the Unknown
The cost of the unknown is one of the biggest issues with manual testing. Because manual IVR testing is such a labor-intensive and time-consuming process, there are many gaps that you may be unaware of. IVRs are complex systems, containing many layers that must be thoroughly tested and monitored at each stage of the development lifecycle. But since it’s impossible for your team to comprehensively test every inch of your infrastructure, CX defects can slip unnoticed into the live environment, where your customers may be impacted.
Despite your best efforts, manual testing leaves blind spots, and there’s no telling what issues may be hiding under the surface. These potential risks can have lasting damage to your brand’s reputation and bottom line.
In some cases, you may be unaware that an issue exists until after a customer has filed a complaint. But by that point, it’s already too late. In this case, the relationship has been damaged—likely beyond repair. When you rely on manual testing, you’re taking the reactive approach. Instead of proactively identifying and eliminating issues ahead of customer impact, your team is left to play catch-up and troubleshoot after the fact.
In today’s business landscape, where just a single issue can drive business away, it’s more important than ever to reevaluate your testing strategy and recognize the need for automation.
Unlock Your CX Potential with Automated IVR Testing
An automated testing solution is the key to ensuring your IVRs are delivering quality interactions. Whereas manual tests can take hours to verify just a single journey, automated tests are completed within a fraction of the time. Instead of relying on time-consuming processes, you can be confident that your CX journeys are error-free and performing exactly as intended.
Automation also makes it possible to scale your operations and improve your operational efficiency. An automated IVR testing solution makes it possible to confirm performance in every layer of your infrastructure. Instead of spending hours mapping each consumer journey, your team can turn their attention to higher priority tasks. Your support teams will also benefit from real-time, data-driven insights that enable accelerated troubleshooting. With an automated solution, you can regain control over your IVR’s performance, reduce potential risks, and assure consistent quality.
Compared to the high cost of manual testing, the decision to switch to an automated IVR testing solution is clear.
Discover the Cyara Advantage
Automation is about more than simply saving time or fixing a single defect—it’s about optimizing your CX strategy and unlocking the true potential of your customer journeys. All it takes is a single defect to damage your brand reputation and drive your customers to a competitor. By investing in an automated IVR testing solution, you’ll catch defects ahead of customer impact and preserve your reputation against unnecessary risks.
Cyara’s award-winning AI-Led CX Transformation Platform helps leading global brands test, monitor, and optimize their CX journeys through every stage of the development lifecycle. Our customers have realized the benefits of automation, including:
- Reduce IVR testing time by 90%.
- Release updates 50% faster.
- Receive a 334% ROI payback in less than six months.
Businesses that fail to realize the value of automation will fall behind the curve of their competitors. It’s time to eliminate the costly manual processes that are putting a drain on your contact center and holding you back from maximizing your investments. Cyara is here to help you get up to speed with our automated testing and monitoring solutions.
Visit cyara.com to learn more or contact us to schedule a personalized demo and see how we can transform your CX.