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u/Royal_Preference_515

▲ 0 r/VOIP

Automated IVR Testing

Hey, I'm info gathering. After operating a large contact centre and being frustrated with the release cycle (testing being the issue) I built a SaaS platform called, but as per the rules I won't advertise it.

I'd like to understand what I'm up against in the market with the likes of organisations like Cyara, Klearcom and Hammer by Empirix - specifically on the purchasing friction and scalability without the long procurement cycle.

Figured there might be a few in the community that have relevant/recent experience that wouldn't mind sharing their experience.

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u/Royal_Preference_515 — 4 days ago
▲ 4 r/customerexperience+1 crossposts

I've been working in engineering in contact centres for some time, mostly with Amazon Connect. The last one had around 35k agents, hundreds of numbers, 1000s of paths. One thing that was lacking was testing. We couldn't get the coverage after major changes - so, that one engineer having to call up at 4am and 'check that it works'.

Long story short, as AI starts to get implemented in Voice, I figure testing is going to require new measures, like "Did the bot actually announce it was a bot in the first sentence" - this would be a regulatory failure if it didn't for a bank.

I found a bunch of "AI receptionists" with telephone numbers I could test, but I'm wondering if anyone in the community knows of any other public demos that can be tested. I published the results here: https://www.nopaque.co.uk/blog/totalpath-vs-ai-receptionists

u/Royal_Preference_515 — 22 days ago