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March 31, 2021 in Blog

Bespoken Launches Automated Testing, Training and Monitoring for IVR on AWS Marketplace

Over the past two years, Bespoken has made IVR and the digital contact center a focus for their world-class automation tools. As part of this effort, we are pleased to announce that Bespoken customers can now test, train and monitor their voice experiences via the AWS Marketplace.

With one click, customers can begin rapidly reducing the tedium of manual testing, reducing errors, and increasing throughput. This, in turn, leads directly to better outcomes for the business AND customers: increased call deflections and first-call resolution rates, higher customer satisfaction, and overall higher ROI. 

AWS Marketplace streamlines customer adoption of technology such as Bespoken via a consolidated purchase environment and integration with their AWS accounts, which have terms already established.

AWS Marketplace SaaS Contracts simplifies the process even further by enabling customers to prepay for the Bespoken Software Suite based on expected usage tiers through contracts up to three years in length. The Bespoken Software cost is integrated into the customer’s AWS bill once they subscribe, resulting in a consolidated, easy-to-process bill.

Using Bespoken, AWS customers can deliver world-class customer service while reducing operating costs, increasing customer satisfaction, and call deflection rates, reducing speech recognition errors, and having confidence their system can meet any surge in calls.

This is particularly useful for AWS customers that are building IVR/IVA experiences with the Amazon Connect, Amazon Lex, and AWS Contact Center Intelligence offerings.

The combination of Bespoken and Amazon’s contact center products allows for teams to build the highest quality customer experiences, increasing CSAT and ROI on their AWS investment.

“We are extremely pleased to be part of the AWS Marketplace. With our no-risk 30-day trial, you can easily start with test automation for their IVR experiences. In 30 days, customers can have a comprehensive, repeatable testing regimen in place – it covers scalability, accuracy, correctness, and monitoring, completely risk-free.

We believe in delivering immense value to AWS customers that is a win for all parties.”

How we did it

Bespoken IVR is a testing, training and monitoring platform designed specifically for AWS contact center customers. Bespoken IVR testing provides AWS Connect and Contact Center Intelligence customers a fast and easy way to ensure that your chatbots, voicebots and modern IVR are delivering world-class customer service while reducing operating costs.

Testing: We mimic actual calls and texts to AWS Connect and Lex to ensure it understands customers and provides them with fast and easy resolutions to their queries. 

Our tests are easy to set up, written in plain English or any other language the system supports and can be created and maintained by anyone – from interns to QA people to non-technical stakeholders.

Once created, they can be run automatically, either on a schedule or based on external triggers (such as changes to code).

  • Training: We provide detailed, easy-to-implement advice to ensure AWS Connect and Lex users are always well-understood. Speech recognition can be impacted by accents, poor line quality, and/or background noise, and Bespoken makes sure callers are understood every time.
  • Monitoring: Once the contact center application is tested, trained, and has gone live, our monitoring makes sure it continues to deliver outstanding performance and reliability. And when problems do arise, we send real-time notifications to let customers know, as well as provide comprehensive reporting to view trends over time. 
  • Load Testing: Bespoken delivers confidence that every customer service application can scale. We simulate high volumes of calls, up to whatever level might be expected by your system, and help identify bottlenecks that prevent applications from handling surges in calls.
  • Reporting and Alerting: The Bespoken solution generates reports that provide detailed descriptions of any errors as well as recommendations on how to resolve the issues. For ongoing monitoring, we will alert team members when needed based on the severity of the error encountered.

Getting Started

Delight your customers and cut your costs through automated IVR testing, training and monitoring.  It’s easy to get started – with our risk-free trial, we will:

* Setup an initial set of automated tests

  • Configure an automated testing schedule and continuous testing infrastructure
  • Configure an automated testing schedule and continuous testing infrastructure
  • Provide an analysis on system errors, load bottlenecks, and recognition optimization
  • Hand all this off to your team to ensure that going forward, things are always running consistently

Alternatively, we are available to maintain and enhance the test suite over time. We have been successful working with customers both ways, and our overall goal is to help our customers. Some of them include Mercedes-Benz, Spotify, Roku, and Ford Motor Company, which deliver exceptional voice experiences to their users. This means higher CSAT, higher call-deflection rates, and overall, higher ROI for your AWS contact center investment.

Our 30-Day, Risk-Free Guarantee

If you are not satisfied after 30 days, we will refund your payment to the AWS Marketplace fully, no questions asked. We are confident once you see the benefits that automation will bring to your contact center solution, you will never look back.

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