Example methods and apparatus for providing voice alignment are described. One example method including: obtaining an original voice and a test voice, the test voice is a voice generated after the original voice is transmitted over a communications network; performing loss detection and/or discontinuity detection on the test voice, the loss detection is used to determine whether the test voice has a voice loss compared with the original voice, and the discontinuity detection is used to determine whether the test voice has voice discontinuity compared with the original voice; and aligning the test voice with the original voice based on a result of the loss detection and/or the discontinuity detection, to obtain an aligned original voice and an aligned test voice, the result of the loss detection and/or the discontinuity detection is used to indicate a manner of aligning the test voice with the original voice.

A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

An emergency call practice application can execute on user equipment (UE) to allow users to practice dialing 9-1-1 or other emergency numbers. In a network practice mode, the emergency call practice application can initiate a practice emergency call by sending a call setup message to an IP Multimedia Subsystem (IMS). The IMS can route the call setup message to a Public Safety Answering Point (PSAP) routing server, which can recognize a destination identifier in the call setup message as being associated with a test server instead of a PSAP. The PSAP routing server can forward the call setup message to the test server to connect the practice emergency call.

An emergency call practice application can execute on user equipment (UE) to allow users to practice dialing 9-1-1 or other emergency numbers. In a network practice mode, the emergency call practice application can initiate a practice emergency call by sending a call setup message to an IP Multimedia Subsystem (IMS). The IMS can route the call setup message to a Public Safety Answering Point (PSAP) routing server, which can recognize a destination identifier in the call setup message as being associated with a test server instead of a PSAP. The PSAP routing server can forward the call setup message to the test server to connect the practice emergency call.

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.