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What is ZingTester?
The ZingTester a quality assurance solution for business-critical contact centres that have recently installed new platforms or are planning an upgrade to new technology. It enables them to:
- Accelerate the deployment time of your contact centre investment;
- Assure an outstanding quality experience for your callers; and
- Prove that the infrastructure will perform under load from end–to–end.
The ZingTester’s architecturally customised testing solution is for any size contact centre environment and provides the highest quality testing to ensure that the infrastructure is operating flawlessly when it is comes to “go live.”
Ensuring successful contact centre deployments
The ZingTester via the aid of “Cloud Computing Technology” through its chosen service providers focuses on assessing the agent and the customer experience end-to-end by:
- Measuring two-way voice quality between customers and agents;
- Stress testing individual components and/or the entire infrastructure by providing unlimited TDM and IP call capacity with the Hammer FX-TDMTM and the Hammer G5TM call generators;
- Validating the interoperability of new technologies such as voice over IP (VoIP) and IP Multimedia Subsystems (IMS); and
- Validating the performance and integration of back-end CRM systems Multi-Campaigns.
The ZingTester as a service solution is customised to meet the unique requirements of each customer and is designed to exercise and stress the entire infrastructure. By engaging the customer, their system integrator and/or their vendor(s) to identify their concerns about the contact centre infrastructure before it goes live.
Summary
Making use of the ZingTester call generators as a service can deliver unlimited IP and TDM-based call capacity and voice quality measurements through your contact centre.
Additionally, ZingTester as a service offers the ability to simulate the agent’s actions, which can be used to measure the agent’s experience and answer questions such as:
- How long did it take for the agent to receive the call?
- Was the data from the CRM system accurately displayed to the agents desktop?
- How long did it take for the customer information to appear to the agent?
- How long did it take for the network resources to release the call?
- Can the contact centre handle the full call capacity for which it was designed?
- Can all of the agents be logged in to receive calls simultaneously?
The solution offers a series of real-time reports, enabling supervisors to track ongoing activity and spot agent inefficiencies before they escalate. This enables supervisors to take action and modify project setup while the campaign is in progress, improving agent productivity and bottom line profits. The solution predictive dialling module gives you a complete set of automatic call detection capabilities, including frequency answering machine detect, busy signal detect, and DTMF tone detect.
What is the cost?
Download our customer contact centre configurator (.xls) and calculate the cost of your Zing contact centre.
Capex vs Opex
Need a business case for your Zing hosted contact centre? Download our TCO calculator (.xls).
Request a live demo?
Request a demo and see the benefits of ZingTester.
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Features & Benefits
Completely customisable to your environment
No equipment purchase
Real-time reporting
Access to experienced consulting expertise
Reduce your risk and guarantee performance
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