5 IVR Testing Tools and When to Use Them

IVR is a powerful tool for managing call queues and improving customer satisfaction, but it requires maintenance to achieve optimal use. Regular IVR testing is essential to ensure that the system is secure and functioning properly. Testing can also help you improve call flows, ensure quality, and understand performance.

The following are the different types of IVR testing tools needed to run an efficient and successful system.

Types of IVR Testing Tools

1. Automated IVR Testing Tools

These tools can automatically communicate with your IVR System See what it would be like if a person were using it. They simulate calls, navigate menus, enter data, and validate responses so you can identify points where problems might occur—without taking the time to go through a bunch of scenarios yourself.

This type of testing is particularly useful when you are first setting up an IVR system, as active callers are not yet using the system. It is also a good idea to run automated tests every time you make any changes or additions to it, or integrate new software such as a CRM.

The three main areas of testing are called functional testing, regression testing, and integration testing. Automated IVR testing tools such as Cyara can handle all three areas.

2. IVR performance and load testing tools

While automated IVR testing tools run only one scenario at a time, performance and load testing tools simulate multiple scenarios simultaneously to see if the IVR system can handle the volume.

These tests typically focus on the following:

• Load Testing: Measures how responsive the IVR is to normal or peak loads of simultaneous users and data transfer requests.
• Stress Test: Monitor what happens when the IVR is subjected to a large load, either suddenly or for a prolonged period of time.
• Scalability Testing: Examine how the system adapts to changes in the size and complexity of the workload, such as changes in the number of users or network traffic.

The main time to use performance and load testing tools is when you are installing a new system or anticipate higher call volumes over the coming period. They are also a good option if you want to expand the functionality of your IVR but are unsure if the system can handle it.

If you already have problems, performance and load testing tools can help you identify the root cause of the problem and eliminate bottlenecks. Empirix Hammer is a performance and load testing tool worth looking at.

3. Voice Quality and Speech Recognition Test Tools

The performance of an IVR system depends on its ability to interact with callers and understand their responses. This is where voice quality and speech recognition testing tools like Klearcom come in.

First, voice quality tools assess the clarity, consistency, and intelligibility of the voice prompts coming from the IVR. Then, they look for problems with pronunciation, audio quality, and latency. Speech recognition testing tools also assess how well the system understands what the caller is saying.

The main areas of focus for these tools are how accurately the system understands what is being said and the range of responses the system can understand — including unusual words, phrasing, dialects, accents, and audio with background noise.

When developing an IVR, both voice quality and speech recognition tools are critical because they help ensure that the system can say and listen Correct. They are especially important for businesses with highly interactive or complex IVR systems.

If customers have to fight a machine to get the information they need, they’re likely to give up and ask to speak to a representative. Worse still, in this case, they’re likely already annoyed when they finally speak to an agent.

4. IVR Call Flow Testing Tool

Call flow testing tools focus specifically on the sequence of actions within an IVR system.

They make sure all menus are set up appropriately, requests are sent to the right department, and representatives can be easily reached, or errors can be easily handled if something unexpected happens in the menu.

Similar to automated IVR testing tools, call flow IVR testing tools simulate calls. But instead of mimicking a potential customer’s interactions, they methodically cycle through menus. As a result, they can tell you how accurately calls are routed, how easy and effective navigation is, and what happens when something goes wrong.

You will most likely want to use a call flow testing tool when you first set up your IVR and any time you update your IVR or add additional menu layers. A call flow testing tool is also important any time you integrate other software with your IVR, as integrations can sometimes cause unexpected loops or dead ends in your IVR system.

User SketchingDev provides an open source call flow testing tool on GitHub.

5. IVR Security Testing Tools

IVR security is extremely important. If you can only perform one type of IVR testing, security testing is probably the best option. These tests can identify vulnerabilities in the system and ensure that customer and business data is protected.

They can also help you avoid the problem of denial of service attacks, where malicious actors flood your IVR system with so many calls that it becomes unusable.

There are three main types of IVR security testing that businesses can benefit from:

• Vulnerability Scanning: These tests examine every step of your IVR and look for places where hackers could break in, steal information, or otherwise exploit.
• Penetration Testing: Penetration testing is performed by simulating various known attacks on a system and observing how well it responds.
• Authentication Test: These tests are designed to ensure that your IVR cannot be tricked into revealing confidential data by someone pretending to be someone else.

Together, these tests give you a clear picture of your IVR’s vulnerability to attack, allowing you to decide how to protect it.

You should use tests like ProCheckUp regularly throughout the lifecycle of your IVR, which is a great example of IVR security testing. It is especially important to perform security testing after any upgrades or changes to prevent any security issues from arising.

Using IVR Testing Tools vs. Hiring Professionals

You can use IVR testing tools yourself, but some people prefer to hire a technical expert to handle the evaluation. When deciding whether to conduct your own IVR testing or hire a professional, consider the following factors:

• Your level of expertise: If you have previous experience testing IVRs, then you probably don’t need to hire a professional. While it is something you can learn, when time is a factor and you don’t have the knowledge, a professional may be more appropriate.
• Your resources: When deciding to go with a DIY approach to IVR testing, budget is a major consideration, but so is time. Do you have the budget to hire someone? If not, do you have the time and bandwidth to do it yourself?
• IVR Complexity: If your system is relatively simple, you can probably test it yourself without too much trouble. If your system is more complex, it may be best to outsource it.
• Risks to your business: Think about how important your IVR is to your business operations and relationships with your customers. If something went wrong with your IVR, could your business handle it? Or would it cause havoc? Similarly, if your customer data was compromised, how big of a problem would that be for your business? The higher the stakes, the more likely you’ll benefit from a professional.

It’s worth noting that most VoIP providers do their own IVR testing and maintenance, so you don’t have to worry if you go that route. If you’re using a different type of business phone system, you’ll need to make time for regular testing, either on your own or with outside help.