Comprehensive customer-oriented testing at all stages of the Communication Solution Life Cycle. COMPREHENSIVE TEST PLANNING: Balancing your unique requirements with risk analysis to efficiently distribute resources and help manage technical, schedule and financial risk. APPLICATION FEATURE TESTING: Performed during development and deployment to make sure the solution performs as designed and documented. USABILITY ANALYSIS AND TESTING: Performed during design and development to ensure the application flows the way customers want and expect. STRESSTEST™ PERFORMANCE AND LOAD TESTING: Performance testing to observe, tune and verify solution performance under various conditions including increased levels of calling traffic. INTEGRATED IP TELEPHONY TESTING: Deployment and post- deployment testing to certify that enterprise, employee-facing IP communication solutions are fully functioning, properly configured and thoroughly documented. USER ACCEPTANCE TESTING: Testing performed as required to ensure the solution meets the requirements and expectations of the various stakeholders. INTEGRATED IP TELEPHONY MANAGEMENT: Robust maintenance, optimization, and help-desk services and tools to ensure enterprise, employee- facing IP communication solutions are properly configured and documented in production as well as to help evolve the solution to meet future needs. HEARTBEAT™ AVAILABILITY AND PERFORMANCE MONITORING: 24 x 7 remote monitoring to validate the integrated, production solution continues to perform as expected and to immediately notify technical support if and when it does not. PERFORMANCE AND USAGE ANALYTICS: End-to-end, automated monitoring and analysis of live customer interactions during the evolution phase to provide actionable data and insight for solution, agent and business optimization efforts. Your complex and expensive communications and contact center infrastructure must also perform as expected so customer communications will go as smoothly and efficiently as possible. If your communications infrastructure does not perform as expected, you will not see the financial and customer satisfaction returns that justified your technology investments. So how do you ensure your communication solutions perform as designed and deliver the best possible customer experience? By engaging a flexible, seasoned testing services partner like IQ Services, you take advantage of years of testing experience and avoid costly test equipment investment and upkeep charges. Whether you need comprehensive test planning and implementation services or a single managed service to support your in-house team, you can trust IQ Services to deliver highly responsive support, experienced people and proven, up-to-date testing methods. IQ Services offers a full spectrum of quality assurance testing services... Ensuring the best possible customer experience... goes well beyond agent training. WHAT CAN IQ SERVICES TEST AND MONITOR WITH AN END-TO-END, REMOTE, CUSTOMER-ORIENTED APPROACH? COMMUNICATION TECHNOLOGIES • VoIP & TDM • ACD, PBX, IVR • Auto Attendant & Voice Mail Systems • Speech Recognition & Text-to-Speech • VXML & Middleware • Management Reporting • Call Routing, Screen Pop, & Agent Routing • CTI • Web Servers • Media Servers • Gateways COMMUNICATION BUSINESS SOLUTIONS • Customer Care & CRM • Presence • Self-Service • Online Service • Security Dial Plan • Voice Authentication • Business Continuity & Disaster Recovery • Multiple-Location/Intelligent Call Routing • SOA • Unified Queuing • IP and Enterprise Telephony ©2008 Interactive Quality Services, Inc. All Rights Reserved. Contact Center and Communication Solution Testing Services