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In today's digital age, contact centers are increasingly moving to the cloud to provide a better customer experience. Cloud-based contact centers offer scalability, flexibility, and cost-effectiveness, making them an attractive option for businesses of all sizes.

However, migrating to the cloud can be a daunting task, especially when it comes to testing and ensuring a seamless transition.

This is where automated omni-channel CX testing comes in.

Automated CX Assurance Testing Allows teams to:

  • Accelerate migrations without compromising quality
  • Reduce defects and unplanned work
  • Co-ordinate and synchronize across organizations
  • Test, validate and certify migration readiness
  • Assure migration success and performance

3 CX Assurance Best Practices for Cloud Migrations

Automated omnichannel CX testing is a comprehensive testing approach that covers all channels of communication, including voice, email, chat, and SMS. It involves automating the testing process to ensure that all contact center interactions are tested thoroughly for quality and performance and any issues are identified and resolved before going live.

1. Audit & Document

Crawl your existing CX channels including your IVR, chatbot, web, mobile and SMS and create documented maps of all your current journeys.

2. Design & Build

Design your test cases and automatically run functional and regression testing to find customer facing issues quickly and efficiently before going live.

3. Performance Test

Run volume testing early using automation to stress test your new environment and quickly resolve customer facing issues before your migration.


The Benefits of Automating your Cloud Migration CX Assurance Testing


Omnichannel test automation can help businesses reduce the time and effort required for testing, which can be a significant cost savings. It can also help businesses identify issues early on, reducing the cost of fixing them later.

Transitioning to the Cloud is Timely and Seamless

Migrating to the cloud can be a complex process that involves multiple stakeholders, including IT teams, contact center agents, and customers. With omnichannel test automation, businesses can test the entire contact center ecosystem, including applications, integrations, and workflows faster and more efficiently to ensure that everything is working seamlessly.

Continuously Monitor Customer Experience

In today digital world, customers expect a seamless experience across all channels of communication. Omnichannel test automation can continuously monitor and test all interactions in production across all channels to ensure a consistent and positive customer experience 24/7.

Downtime is Reduced

Downtime can be costly for businesses, especially for contact centers that rely on real-time interactions with customers. Omnichannel test automation can help identify and resolve issues before they impact customers, reducing downtime and ensuring business continuity.


Final Thoughts

Omnichannel test automation is critical

Omnichannel test automation is a critical component assuring that cloud contact center migrations are timely and efficient. It helps businesses ensure a seamless transition, improve customer experience, reduce downtime, and save costs.

With the help of omnichannel test automation, businesses can migrate to the cloud with confidence, knowing that their contact center interactions are thoroughly tested and ready to deliver an exceptional customer experience.


Contact Us to learn more about how automating your CX testing can help.

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