Remove CX-effecting issues with Virtual Agent Desktop Assurance
With the rise of hybrid and remote workforces, it is increasingly important to have an adaptive tool to that identifies breakages within the customer-to-agent journey. This ensures that you can provide your intended optimal customer experience.
Virtual Agent Desktop Testing proactively identifies the following CX issues:
- Substandard customer and agent experience
- Authentication errors
- Transmission and response delays
- Poor agent routing
- CRM connection and data inconsistencies
Take control of your CX while gaining detailed insights into problems effecting your customers and agents.
Our Lens 5.0 Virtual Agent Desktop Assurance testing enables you to test every possible customer-to-agent pathway and interaction proactively and thoroughly. Current manual testing methods only show performance and accuracy for a limited number of agents and test cases, while Lens enables you to test all end-to-end agent connections for a complete customer journey assessment.
The streamlined Lens interface brings every aspect of your testing procedures to your fingertips with a single-screen control panel where you can set up test cases, schedule and automate testing, view reports and capture insights without having to change screens.
Complete End-to-End Testing
Accurately and thoroughly test all your on-prem and remote agent endpoints to identify trouble areas anywhere in your systems.
Continuous Improvement
Our Lens Agent desktop testing solution is designed to help you identify areas for immediate improvement while refining your customer service tools over time.
Streamlined Interface
Seamlessly handle your testing procedures while having instant access to update test cases and view results.
Time-Saving Automation
Lens enables you to save hundreds of hours that would typically be required for executing manual test cases.
Virtual Agent Desktop Assurance for Optimal CX Performance
Our new Lens 5.0 Virtual Agent Desktop Testing solution is the best way to assure your on-prem, remote or hybrid virtual agent workforce systems will deliver outstanding customer experiences while reducing resolution timelines. Actionable insights through our intuitive reporting interface enable you to quickly address issues before they become problems for both customers and agents.
- Increased positive customer outcomes
- Improved data dip accuracy
- Enriched agent handling
- Enhanced customer and agent experiences
- Reduced agent turnover
Are you ready to bring your customer experience into focus?
Fill out the form and let’s connect!
Lens 5.0 CX Assurance Testing Solutions
Learn more about our suite of CX technology testing and monitoring services.
CX Monitoring
Quickly identify and resolve customer experience problems for production voice and digital systems.
Virtual Agent Desktop Testing
Assure your on-prem, hybrid and remote agent systems and connections for optimal efficiency and performance.
Automated Web Chat Testing
Optimize your automated chat systems to support digital customer interactions without the need for a live agent.
Load Testing
Accurately assess performance of your contact center's infrastructure during peak load periods.
Functional Regression Testing
Thoroughly test IVR/NLU call flows and responses prior to software updates and cutovers.
Benchmark Testing
Deliver baseline assessment of your production system's customer experience. (Formerly Health Checks)