IVR LOAD &
PERFORMANCE

Each component of your automated customer experience, from your telephony gateway to the backend systems, needs to be able to handle significant real-world loads. However, every system has weak spots that become unreliable or even fail catastrophically as they reach their limit.

Bespoken helps you understand where that limit is and what happens to your customers' experience as you approach it.

Contact center responses routinely degrade when subject to high load, and even moderate daily call traffic brings temporary spikes that can frustrate your customers and reduce call deflection.

Bespoken enables you to simulate realistic call volumes while measuring the myriad latencies introduced by increased load on your:

• Cloud Vendors
• On-Premise Infrastructure
• Integrated Applications
• Backend Services

IVRs/IVAs are frequently evolving as you make enhancements to the call flow and integrate with additional backend systems. Even minor changes, however, can have wide-reaching consequences for your customers’ satisfaction.

Bespoken enables you to leverage historical performance metrics to immediately measure the impact of any changes to platform, identifying and eliminating issues long before your customers experience them.

Regular testing is essential to ensure the sustained quality of any software system. However, attempting to manually conduct large-scale load or regression tests is expensive, tedious, and challenging to coordinate.

Bespoken lets you run tests on-demand, at the click of a button, and without the effort or expense of manual testing.