IVR Testing:
A Better Customer Experience With Occam’s Testing Tools

Frequently Asked Questions About Our Comprehensive IVR Testing Solution

What is IVR Load Testing?

IVR Load Testing, or peak traffic testing, is crucial for assessing the robustness and efficiency of your setup. This type of performance testing involves simulating real-world scenarios in which the IVR system handles a significant volume of calls simultaneously.
The aim is to ensure that during peak traffic periods, the system maintains its performance standards without any degradation in quality. Essentially, it’s like putting it through a stress test to see how well it manages under heavy load.

What is IVR Stress Testing?

IVR Stress Testing, similar to stress testing in other fields, pushes the IVR system to its limits. This testing method examines how the system performs under extreme conditions, such as handling more calls than its normal capacity.

The idea is to identify when the system breaks or fails, providing valuable insights into its resilience. Stress testing works in much the same way as load testing, but at a more intense level, ensuring that even during unexpected spikes in call volume, the IVR experience remains uninterrupted and efficient.

What is Soak Testing?

Soak testing involves running a system at high loads for an extended period to uncover any performance issues or problems that may arise over time.

What is IVR Feature Testing?

Comprehensive Feature testing involves creating specific test scripts to ensure every feature in your IVR application works as expected.

What is Experience Testing?

Experience testing focuses on the customer experience, ensuring the IVR/IVA system is intuitive, efficient, and meets user expectations.

What is Spike Testing?

Spike testing checks how your setup responds to sudden increases in calls, such as during a marketing promotion or an emergency situation.

What is IVR Regression Testing?

IVR Regression Testing is a type of testing that ensures new updates or changes in the system do not adversely affect existing functionalities. It involves re-running previously conducted tests on the updated system to confirm that the new changes have not introduced any new issues.

Regression testing provides businesses with an in-depth look into the system’s stability post-modifications. It ensures that all aspects of the IVR, from call flows to system architecture, continue to operate seamlessly.

What is Discovery and Documentation Testing?

Discovery and documentation testing, or IVR discovery, is a method for fully mapping the IVR or IVA system. It helps identify gaps, inefficiencies, and areas for improvement.

Can You Automate IVR Testing?

The answer is yes. It’s made even easier with Occam’s Razor platform. Automation is at the heart of Razor. Our automated end-to-end testing solutions for IVR systems transform and streamline the testing process.

Razor’s automation saves time and thoroughly assesses your IVR system’s performance and reliability to deliver a better CX.

What is End-to-End Testing?

End-to-end IVR application testing, as facilitated by Occam’s Razor, is a comprehensive extension of load testing and stress testing, integrating Razor Virtual Agents to replicate agent screens and actions. This advanced method ensures that the entire IVR system architecture operates flawlessly, from carrier to agent.

By simulating the complete customer journey, Razor’s testing verifies the seamless interaction between all components, guaranteeing a superior, uninterrupted customer IVR experience. It’s a pivotal process in ensuring the entire contact center ecosystem works in concert, delivering on the promise of exceptional service at every touchpoint.

What is Statistical Language Modelling Testing for Speech Recognition?

This form of testing is essential for IVA systems utilizing speech recognition.
It assesses how well the system interprets different accents, speech patterns, and languages.

IVR Test
Case Updating

This process helps automatically update test cases to reflect changes in IVR systems, ensuring continuous and up-to-date testing.

Automated IVR test case updating is vital in ensuring up-to-date and continuous testing and effective IVR monitoring. This process provides continuous insight into the system’s performance and functionality by automatically updating test cases to reflect changes in the IVR/IVA system.

This contributes to the wider IVR monitoring strategy by keeping track of system changes and their impact. Through this ongoing monitoring, businesses can spot and address potential issues before they affect CX, ensuring consistent performance and reliability.