Choosing the Right DevOps Tools

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by | Mar 13, 2020

Introducing DevOps methodology into your organization not only requires a cultural shift within the business, but for teams to adopt and implement the proposed new practices, they need the right tools that will fit into this model by helping to eliminate silos and, instead, encourage collaboration.

The DevOps methodology is all about consistently delivering an improved customer experience (CX) through more aligned internal processes. Continual testing helps you to achieve this goal by giving your teams real-time access to critical information about the performance of your API. Below, we explore the benefits of choosing DevOps technologies that can support your processes through continuous testing.

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Will it reduce your running costs?

Being able to perform tasks quickly and accurately generates significant cost-savings in terms of human resources and time spent correcting errors.

Automation allows for rapid detection of bugs and will enable you to deliver continuous improvement with little disruption to your production environment. Business can go on as usual while your DevOps team works in the background to enhance the customer experience (CX). Freeing up their time from manual testing or other similar tasks means they can focus on innovation which, in turn, feeds back into the profitability of the business.

A tool that facilitates collaboration through automation and transparent DevOps pipelines should be a good fit for your agile environment.

Will it improve your customer’s experience?

DevOps tools should provide your teams with the necessary reports and monitoring options to detect problems before they affect the customer. These figures should offer helpful insights for your team to make tangible improvements to the service a customer receives.

The tool should have the necessary alert features to enable faster deployment and help your team to prioritize any immediate issues which may affect the day-to-day operation of your contact center.

Will it make your process more efficient?

Firstly, in order for the new DevOps tool to make your processes more efficient, you need to be able to integrate within your organisation existing toolset. Ensure that the software you are investing in has full API access to support your alignment objectives.

The move towards a DevOps methodology indicates that your business is evolving and positioning for growth. It’s therefore essential to select tools that will improve your workflows and fit into the chain of communication your DevOps team utilizes. You can start by assessing where your current toolset encounters bottlenecks and investigate whether an automated approach could replace any fault-prone manual processes. You should consult with your teams and make sure that they will gain real value from the tools you are proposing to integrate and have a plan for onboarding and implementation. Lastly, it’s essential to consider the support offered by the provider and how often the tool itself is continuously upgraded and improved.

Support your continual testing initiatives

Our experience testing system (ETS) is designed to empower contact centers with the ability to improve customer experience (CX) through quickly delivering accurate data. By continually testing your entire customer experience infrastructure, from carrier circuits, CRM’s, IVA’s, natural language applications, etc, our system automatically generates the reports you need to make key decisions throughout your DevOps journey.

Create a compelling business case for adopting a continuous testing methodology within your contact center with our free template and obtain buy-in from the stakeholders in your organization.

 

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