Transition from TDM to VoIP Test Automation

The widespread adoption of voice-over-IP (VoIP) technology in the contact center has led to measurable benefits for organizations that deploy it, such as: significant cost savings, increased productivity, and new and innovative ways to serve customers utilizing technologies such as presence-based contact centers, conferencing, and click-to-talk.

Delivering a consistent, high-quality user experience (both customer and agent) presents a host of challenges. For example, many organizations may not know how to ensure that speech-based applications interact with VoIP effectively. Moreover, customers have high expectations for quality as a result of the service levels they have come to expect from traditional phone systems.

To help you ensure a successful deployment of VoIP in your contact center, in this Web event we will discuss a testing methodology for transitioning from TDM to VoIP utilizing Empirix Hammer systems; specifically, we will address:

• Identifying testing scenarios, roles and responsibilities
• Testing infrastructure versus applications
• Voice quality testing

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