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User experience sits at the center of every business, and delivering a great experience is what keeps customers coming back. That means your unified communications and contact center systems have to perform, every time, for every user.
Why testing is important
Video collaboration isn't a nice-to-have anymore — it's core infrastructure for hybrid work. It keeps teams connected, strengthens relationships with customers and partners, and it's often the first thing people notice when it breaks.
You need confidence that employees, partners, customers, and every other stakeholder can stay connected. And when something does go wrong, you need to know exactly where, when, why, and how to fix it — before it becomes a bigger problem.
Regular, specific testing of your video collaboration tools gives you those answers, before your customers have to tell you something's wrong.
Want to see how IR's testing solutions can help? Explore our webinars.
What we can test
In your contact center, every channel your customers use — voice, video, web, chat, and mobile — needs to deliver the experience they expect. One weak link is enough to cost you a sale, or a customer.
Your enterprise communications and collaboration environment deserves the same scrutiny. Active testing confirms that the components your business runs on — audio and video conferencing, conference bridges, and menu trees — are available and performing as they should, before your people rely on them.
Testing turns assumptions into evidence. It gives you the real-time insight to deliver a level of service that exceeds what your customers and users expect.
What IR testing does
IR is an industry leader in testing and monitoring for unified communications and contact center environments.
We do this by driving live voice and video traffic into your environment under real-world conditions, to show exactly how your systems handle the load — before your customers do.
Types of testing
StressTest for Video
StressTest for Video helps you proactively identify risk and confirms your systems are provisioned and configured to handle peak traffic. Test before you go live, or after any system change, and know your video infrastructure will hold up when it matters most.
How it works
We help you configure test processes that remotely generate Virtual Customer® video calls — just like your real customers and users would — over the public internet or on-premises.
- Automated video test calls, using live video streams that emulate actual customer or internal user traffic.
- Detailed results published in real time, so you see exactly what's happening as the test runs.
- Testing proceeds under your control, so you see how well your systems respond at maximum traffic levels.
StressTest Premium
StressTest Premium confirms your contact center systems are provisioned, configured, and ready for peak traffic — before peak traffic finds out for you. Get that insight ahead of go-live, and you go in with confidence instead of crossed fingers.
How it works
StressTest and IR Collaborate work together to give you end-to-end insight throughout the testing process:
- Automated test calls, using touch-tone and/or speech inputs.
- Detailed results, including full test call recordings, published to an online portal in real time.
- Testing proceeds under your control, so you see how your systems respond to maximum traffic levels, call arrival, and teardown rates.
- IR Collaborate gives you insight into your entire UC and CC environment — real-time and historical data, network performance, and troubleshooting, all in one place.
HeartBeat
HeartBeat is our cloud-based customer experience validation service. It accesses and interacts with your UC and CC solutions 24 x 7 x 365, replicating actual customer interactions via real telephony calls — so you know what your customers are experiencing, in real time.
With automated alerting built in, you can act on issues the moment they surface, not after a customer tells you about them.
WebBeat
WebBeat brings the same outside-in approach to your online channels. It gives you confidence that your web-based communications are always working, helps you meet service level requirements, and provides documented results you can review and control. [IMAGE: WebBeat online experience testing graphic]
In a hybrid working environment, video and web communication are critical to keeping employees and customers connected. That only works if your technology is fully functional — 100% of the time.
Know the gaps between your assumptions and your actual system performance, with the real-time insights you need to deliver a level of service that exceeds expectations. Ready to see it in action? Book a demo.
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