WebRTC Testing for Today’s Contact Centers

WebRTC is an exciting, disruptive technology that promises to make customer interaction with your contact center agents much easier than anything that’s come before it. The ads for the Amazon Kindle Mayday application have already set the bar – click a button and the customer is instantly connected with a knowledgeable, well-informed agent equipped to handle the situation at hand. No toll-free numbers to dial or call back numbers to enter, no more “describing your problem” to the chat agent. With WebRTC, context rich interaction – voice, data, and video – is just a click away.

It is predicted that WebRTC will be available to nearly 2 billion people worldwide by the end of 2016. Because WebRTC capability is already embedded in Firefox, Chrome, and Opera browsers, it’s already a ubiquitous technology ripe for general use. Whether you choose to deploy WebRTC interactions to minimize customer effort (an extremely important CSAT metric) or to bypass costly toll-free calls, the only way to be certain your WebRTC enabled contact center infrastructure lives up to your customers’ expectations is to load test your system prior to cutover, and then monitor availability and performance around the clock once in production.

But how?

WebRTC testing from IQ Services, the leader in managed contact center testing services since 1996.

WebRTC transaction generation capability, coupled with our robust analysis, notification, and reporting engines, allows you to be confident your WebRTC technologies can handle the voice, data, and video capabilities you’ve chosen to extend to your customers through their computers and portable devices.

As part of a StressTest™ load and performance test, IQ Services can create tens, hundreds, or even thousands of concurrent transactions to access your system and exercise your WebRTC technology in a carefully controlled fashion, so you can calibrate and adjust your technology as appropriate. You receive detailed information about every interaction initiated by the StressTest service so you can confirm that the customer experience delivered under load is the experience you intend.

As part of an ongoing HeartBeat™ availability and performance monitoring engagement, IQ Services initiates unique WebRTC interactions 24x7. You select whatever time intervals you deem appropriate to confirm your customer-facing systems really are available and performing the way you intend. If any interaction cannot be initiated and completed, your team is immediately notified and detailed data collected during the attempted WebRTC interaction is provided to you to assist in the fault analysis and root cause identification processes.

WebRTC Service Features:

End-to-end performance test in the production environment
Step-by-step response times, results and recordings
Real-time issue identification and performance feedback
Flexible scheduling and implementation processes
Control the test process and schedule to meet your timeline
Definitive acceptance event

WebRTC Service Benefits:

Confidence the solution performs as expected
Observe customer experience without risking real customer satisfaction
Actionable data to support pre‑production tuning, problem resolution and cutover
Reduced issue resolution time and cost
Proactively manage cost and risk up front
Confidence your system is ready for production
Achieve your ROI and customer satisfaction objectives

Though your customers will have no idea what the underlying technology is – and they certainly don’t need to – they will be able to tell if it works or not as soon as they click on that “click to be connected to an agent” button.

And you should know too. You owe it to yourself – it’s your career on the line. You have to be confident your implementation has the horsepower to keep up with the expected load before you launch, and that your solution keeps up with demand once it’s put into service.

It’s your future…

Let IQ Services be your Mayday button!

For more information, go to iq-services.com