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Contact Center Technology Validation Testing |
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SimpliCTI is widely recognized as an expert in the call center and telecommunications industry. SimpliCTI can use this expertise to design and perform validation tests that verify the contact center is meeting the requirements of the business units and customers.
The typical objectives of contact center validation testing are to:
- Determine if the contact center fulfills the business requirements;
- Identify shortcomings or defects;
- Document the test results and make recommendations for remediation.
Most often the contact center validation testing will most involve the SimpliCTI project team, the client sponsor, the client’s contact center technology team, and contact center agents.
Tasks:
- Examine the contact center architecture
- Assess testing risk, define scope and testing quality agreement
- Determine testing schedules, roles and responsibilitie
- Secure signoff on test plan and schedule
- Design and perform tests
- Document test results
- Analyze test results & make recommendations
Outline of Deliverable:
- Project Overview
- Project Scope and Objectives
- Quality Agreement
- Scope of Testing
- Testing Roles and Responsibilities
- Error & Incident Management Process
- Test Schedules
- Test Results
- Relevant Legislation and Corporate Policies
- Assumptions and Constraints
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