Data Synergy - Automated Testing of Omni-Channel Customer Experience

With the rapid growth of digital consumption and what seems like daily proliferation of social media channels, customers do not care about channels so seamless experiences across contact centre, store, online and mobile are becoming more important. Whilst each channel must operate effectively on its own, the experience must be delivered via seamless connections between channels. As a result, contact centers can no longer be considered as fully isolated business units. A call to an agent may become a customer account stored in the CRM and accessible via Web. The customer is billed against their account and contacted about promotions via email or SMS. Companies who implement omni-channel transformation face serious investments as very often this isn’t just a channel strategy, but requires rewiring the company DNA. The gaps in performance, therefore, are direct influencers of customer retention, customer satisfaction and product improvements which are the key KPI’s impacting the investments. Having integrated with leading performance testing vendors and delivered omni-channel digital testing for our customers, Data Synergy have developed a framework that makes this testing efficient and assures effectiveness.

Benefits:

• Instant visibility of end user experience under load across your omi-channel (voice, web, chat, screen sharing, email, CRM, WFM)

• Breadth of collected infrastructure and application metrics

• Ease of root cause analysis

• Integrated with industry leading solutions

• Hosted and on-premise options of the solution

• End-to-end experience testing