Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.

Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for using an IVR crawler to perform a system migration.

Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for interactive voice response system crawling utilizing the IVR crawler of the invention.

Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.

Abstract: A call recording test suite comprising a call recording test manager stored and operating on a network-connected computing device and a test database, wherein the call recording test manager connects over a network to a call recording system and verifies the existence of an expected call recording and stores the results of the query in the database, and a method for call recording testing for a specific call recording, and a method for call recording testing using a synthetic test call.

Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.

Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.

Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.