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Center with Razor’s
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Testing Solutions

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What is Agent Testing?

Agent Testing is a critical process in ensuring that your contact center operates smoothly and delivers exceptional customer experience.

It involves simulating your live agents to test various scenarios and workflows within the contact center environment.

This testing ensures that all components within your contact center environment

— from your interactive voice response (IVR) system right through to your agent’s desktop and any third party backend systems—are functioning correctly. By mimicking real-world interactions, using Agent Testing you’re able to identify issues before they impact your customers or agents, ensuring a seamless and efficient operation.

What are the challenges in testing Agents manually?

Agent Testing can be complex and time-consuming, presenting several challenges:

Manual Testing

Traditional testing requires significant manual effort,
making it time-consuming and prone to human error.

Scalability

Testing multiple scenarios and interacting with multiple platforms can be difficult to scale without using automated, scalable solutions.

Integration

Ensuring that all system components work together harmoniously can be challenging, particularly in 
complex ecosystems.

Realism

Due to the complexity of customer interactions, creating realistic test scenarios manually that accurately mimic real customer interactions can be tough.

Automation Limitation

You can’t automate manual testing. This means you need engineers available out of hours to run tests, which is inefficient and costly.

Lack of Automated Alerting

Manual testing doesn’t provide automated alerting or out-of-hours monitoring. Without these capabilities, you risk missing critical issues that occur outside regular working hours.

The End result

The end result is that thorough and comprehensive testing is often not achieved. 
Teams end up doing the minimum amount of testing they can manage within their time, budget, and resource constraints. This leads to incomplete testing processes, leaving potential issues undiscovered until they impact your customers.

Want to know more about how Occam can help you enhance your contact center operations?

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How Razor Enhances
your Agent Testing Process

Razor’s Virtual Agent testing tool is packed with
features designed to tackle your specific challenges:

Advanced Automation

 Scripted Interaction

Razor automates complex interactions, reducing manual testing and minimizing human error.

Scheduled Testing

Run automated tests at any time, ensuring your system is always monitored without requiring constant attention.

High-Volume Testing

With Razor, you can test a large volume of agents simultaneously, ensuring the reliability of elements such as call routing and queuing within your systems. This approach is far more practical, objective, and cost-effective compared to manual testing.

Scalability

Parallel Testing

Rapidly test multiple scenarios simultaneously, ensuring comprehensive verification of all contact center functions.

Cloud Integration

Leverage Razor’s cloud-based testing to scale effortlessly according to your needs.

Seamless Integration

API Connectivity

Razor integrates with your existing systems through robust APIs, ensuring all components can be tested and reported upon as part of an Agent Test – making an Agent Test more valuable, as a single test is testing multiple components/third party platforms within a single test.

Multi-Platform Support

Whether you’re using legacy systems or the latest technology, Razor is capable of working with both legacy on premise deployments as well as cutting edge cloud based solutions.

Realistic Simulations

Voice and Chat Emulation
(Omni Channel)

Accurately mimic customer interactions with your Agents via both voice and chat and accurately capture
2-way audio metrics within a single test result

Behavioral Scripts

Utilize detailed scripts that replicate real-world customer and agent behaviors, allowing you to foresee and mitigate potential issues your agents may encounter.

Razor’s Agent Testing

With these features, Razor’s Agent Testing ensures your contact center is not only
prepared for today’s challenges but also equipped for future demands. Experience
greater confidence, efficiency, reduced risks, and an optimized customer experience
with Razor’s Virtual Agent tool.

Ready to deliver the best customer experience?

Contact Occam today and discover
how we can help you Optimize your
Contact Center Efficiency with Razor

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Why Choose Occam?

Innovation

At Occam, we’re always integrating the latest AI and machine learning advancements into Razor, ensuring you’re equipped with cutting-edge contact center technology.

Reliability

Known for our reliability, Occam has a longstanding reputation for enhancing system performance with Razor and swiftly resolving issues to minimize your downtime.

Customer Focus

We tailor Razor solutions to meet your specific needs, actively incorporating your feedback to enhance your customer service capabilities.

Cost Saving

Implementing Razor can significantly cut your operational costs through automation, reducing the need for manual testing and effectively preventing costly downtimes.

Seamless Integrations

Razor integrates seamlessly with leading contact center platforms, enhancing your existing infrastructure without the need for extensive modifications.

Choosing Occam and Razor

Means partnering with a team committed to your success, helping you navigate the challenges of today’s dynamic contact center environment.

Ability to handle complex

IVR configurations

Razor’s Virtual Agent tool provided us with the flexibility and scalability needed to meet our stringent testing requirements. The platform’s ability to handle complex IVR configurations and generate a wide range of testing scenarios ensured that our systems were always ready to handle customer inquiries efficiently. The proactive monitoring and secure, compliant environment offered by Razor gave us the confidence that our customer interactions were always optimized.

– Head of Contact Center Operations, Global
Telco

Implementing Razor has

been a game changer

“Implementing Razor in our contact center testing has been a game-changer.
The platform’s adaptive test scripting and parallel testing capabilities have significantly enhanced our testing efficiency and coverage. The seamless integration with our UCaaS platform allowed us to conduct comprehensive tests without any disruptions. Razor’s real-time analytics and instant insights have empowered us to make informed decisions, improving our overall customer experience.”

– Lead QA Engineer
Customer Service Outsourcing

Want to know more about
how Occam can help you enhance your contact
center operations?

Get in Touch