Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.

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 synthesizing real IVR scenarios, automatically reproducing test scenarios, and providing accurate reports on those scenarios. An IVR tester uses a telephony device (website, mobile app, VOIP, etc.) and an automated IVR test case generator to place test calls to an IVR system. The automated IVR test case generator intercepts and collects the phone call's audio stream, dual-tone multi-frequency signals, and available metadata (e.g., response times, post-speech silence timeout, etc.). Once the call is complete, the automated IVR test case generator pre-populates a webpage or other user-interface technology and a database with the audio stream, dual-tone multi-frequency signals, and available metadata from the test scenario phone call. The IVR tester may then save that test scenario and continue to the next scenario. The saved scenario may now be used automatically by the IVR test case generator for regression testing or duplicated and edited for use in other systems.

Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.

Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.

Abstract: A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

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 synthesizing real IVR scenarios, automatically reproducing test scenarios, and providing accurate reports on those scenarios. An IVR tester uses a telephony device (website, mobile app, VOIP, etc.) and an automated IVR test case generator to place test calls to an IVR system. The automated IVR test case generator intercepts and collects the phone call's audio stream, dual-tone multi-frequency signals, and available metadata (e.g., response times, post-speech silence timeout, etc.). Once the call is complete, the automated IVR test case generator pre-populates a webpage or other user-interface technology and a database with the audio stream, dual-tone multi-frequency signals, and available metadata from the test scenario phone call. The IVR tester may then save that test scenario and continue to the next scenario. The saved scenario may now be used automatically by the IVR test case generator for regression testing or duplicated and edited for use in other systems.

Abstract: A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source Of an issue while on the go. A rookie-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that re most relevant to them, and configure push notification alerts accordingly.

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 mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.

Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.

Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

Abstract: A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

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 mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

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 comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.