NexusVERIFIER – IVR Services

Proactive Service Testing

Though advances in Integrated Voice Response (IVR) technology help drive more traffic through this automated call routing system, the resulting load rates often destabilize the system, causing users considerable frustration.

Peak traffic load times are now noted for long customer queues, dropped calls and incorrect system responses, while network operators remain largely ignorant of the problem, particularly as it impacts their customers’ experience, and providers are rarely equipped to analyze the IVR system problem.

NexusVERIFIER actively and continuously measures key IVR parameters for performance analysis, while simulating caller behavior to verify speech and service quality, including the accuracy of system announcements.

Key Benefits

• Optimize IVR performance during peak traffic loads
• Continuous measurement of IVR parameters
• Measure response times and call routing
• Verify menu trees and multi-lingual functionality
• Proactively test announcements and speech recognition
• Track and analyze Roaming usage
• Catch and analyze problems to improve system stability
• Increase call center efficiency by detecting service interruptions
• Increase customer satisfaction and loyalty

«It was essential that our IVR platform functioned correctly, was configured optimally and had stable performance to meet our quality standards. As a central component of our 24x7 customer interaction, it was crucial that the system performed faultlessly under any call traffic load conditions»
Major Swiss Bank, Zurich

NexusVERIFIER Test Suite

For IVR testing, NexusVERIFIER combines the strengths of its active Test Module with its Voice Quality Analyzer to provide a solution that tests IVR performance during peak traffic loads as well as the quality and accuracy of announcements.

NexusVERIFIER simulates the caller’s behavior by sending speech and DTMF tones, while verifying the accuracy of announcements received. The test system generates different call volumes simultaneously in order to verify system performance during normal and peak traffic hours.

Verify that your IVR system is performing correctly by thoroughly testing the system at peak traffic loads and actively testing calls throughout the day. NexusVERIFIER can improve your customers’ experience by proving your message response, routing and queuing is not only functioning correctly, but performing at the expected service quality.

An excellent customer experience is an increasingly important factor in customer loyalty. Regardless of your business model, if you are using IVR systems, then you can benefit by proactively testing your system with NexusVERIFIER.

Key Features

• IVR peak traffic hour load testing
• Unlimited number of simultaneous calls
• Individual menu tree navigations
• Simulation of subscriber interaction with IVR (DMTF & Voice commands)
• Response time measurements
• Statistical analysis down to the individual call
• Multi-lingual speech recognition support
• Record and playback of native user speech variances
• Real-time listening mode
• Storage and offline playback of announcements
• Service speech quality verification performed according to industry standards
• Ability to store ten-thousands of individual announcement-flows