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.

A framework for testing media in a media enabled web application is described. A media enabled web application such as a voice over Internet protocol (VOIP) is initiated between an originating web browser window and terminating or receiving web browser window. A WebRTC module is initiated on the terminating or receiving web browser window to record testing media transferred from the originating web browser window. The captured media is compared to the testing media to determine the quality of service of the media enabled web application.

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

A system and apparatus are provided for generating synthetic telephony narrowband data for training an automatic speech recognition model by receiving a broadband audio data file and then initiating a telephony call using a pre-configured telephone provider to play the broadband audio data file in the telephony call and to record and store audio data generated by transmission of the broadband audio data file in the telephony call, thereby generating the synthetic telephony narrowband data file from the broadband audio data file.

A method for generating synthetic telephony narrowband data for training an automatic speech recognition model by receiving a broadband audio data file and then initiating a telephony call using a pre-configured telephone provider to play the broadband audio data file in the telephony call and to record and store audio data generated by transmission of the broadband audio data file in the telephony call, thereby generating the synthetic telephony narrowband data file from the broadband audio data file.

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

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.