Points to Consider When Executing IVR Testing
When making use of the IVR system, an individual has to reduce the cost along with enhancing the quality of service by resolving the customer’s queries without actually interacting with the real agent. If the caller is unable to find a proper solution only then his/her call gets routed to the actual agent so that the agent can offer the appropriate solution. An IVR system comprises of a complex infrastructure, varieties of telephony equipment (like a telephone cable and USB telephone board), database, and network, to name a few. For the most effective IVR menu testing , here are a few key considerations that needs to be made. Verification process With the emergence in technology, fraudulence cases are also going high. Therefore it is crucial to test that the IVR application is free from any major/minor security loophole. An IVR application must check the authenticity of the caller by asking security questions like DoB and 4 digit PIN code. This process or verification chang