For businesses focused on achieving measurable gains in customer experience, test automation may hold the key to optimizing processes and technology that directly impact the customer, particularly in the contact center. Upgrading legacy contact center technology to a platform designed for greater speed and efficiency can also signal the need to move from manual to automated testing in order to keep pace at scale.
Hear from Vanguard's Head of IT, Denise Murphy, on how the organization has begun leveraging automation to improve customer experiences in the contact center by:
· Assuring a smooth migration from legacy technology to Genesys PureCloud
· Adopting automated testing to assure IVR call flows
· Monitoring the production environment
· Measuring AI thresholds
· Implementing performance testing to ensure systems have the capacity to meet call volumes