Speed Equals Market Share

This blog post was co-authored by Genesys technology partner, Occam Networks.

Speed to market drives revenue. To stay one step ahead of the competition, a modern contact center must deliver continual improvements to its self-serve operations — improving brand experience and helping reduce overheads. Speed to market is imperative and depends heavily on quality assurance, but it’s an age old myth that one must suffer because of the other.

To deliver at pace, organizations don’t need to forgo quality and comprehensive testing — if quality assurance is carried out as early as possible within the development process. Automated testing during this phase can highlight faulty functionality within the IVR or self-serve operations, enabling quick resolution and retesting throughout the development process.

The traditional approach of big bang testing at the end of a development cycle places a higher priority on the development process, rather than on QA testing. This approach often results in little time or resources to test everything appropriately. And that creates unnecessary pressure and can cause critical errors. To avoid the pressure, perform QA testing alongside the development process. This approach is relatively easy to achieve when you have the correct tools and when customer experience enhancements are clearly defined and shared with all team members from the outset of the project.

QA testing during the development process not only reduces time to market, it also reduces required resources and helps realize revenue gains faster.

The Right Tool for the Job

As more organizations adopt DevOps methodologies to deliver a synchronized, collaborative development and QA approach, they need to re-evaluate their testing tools. Legacy pricing models — in which QA testing tools are priced around the volume of tests completed or on a per-user license — no longer align with modern development methodologies.

Collaboration is vital within continual development models. All teams and users need unlimited access to the same tools and platforms — without incurring additional fees for the number of tests completed or the number of individuals using the tool.

To deliver robust and efficient QA testing, organizations need a tool that provides the following:

  • Automatic test script generation
  • The ability to create and reuse test cases on the fly to validate new features or regression tests
  • The ability to test variable data options — at scale — within a single test case
  • Access to historic test case criteria and results
  • Sharable test case data across multiple teams and individuals
  • API support
  • Easily editable test case functionality

Being first over the line when developing customer experience improvements and initiatives not only helps increase revenues, it also:

  • Reduces overhead
  • Reduces agent churn
  • Improves CSAT scores
  • Encourages customer retention
  • Improves brand recognition

These often-unseen benefits drive additional initiatives throughout the organization. By adopting a QA testing tool that offers affordable, unlimited use and access, organizations can scale operations while maintaining efficiencies and costs. To maintain a competitive edge and meet speed-to-market business objectives, you need an automated testing tool that aligns with today’s best practice development approaches.

Genesys partners with some of the world’s most innovative companies through its AppFoundry program. Find out how Genesys AppFoundry partner Occam can help your organization drive innovation — without sacrificing quality assurance through their Experience Testing System (ETS).

Visit their applisting in the AppFoundry marketplace, available in all 3 platforms, PureCloud, PureConnect and PureEngage.