Patent ID: 7822803
Filing Date: 2010-10-26
Classification: G06F,H04M

Abstract:
1. A method for testing a contact center, comprising the steps of: receiving a communication at said contact center, said communication including one of a web-based communication and a telephony-based communication, said web-based communication generated by a virtual web user system and said telephony-based communication generated by a virtual telephone caller system; responding to said communication with a virtual agent, said virtual agent simulating actions of an agent, said virtual agent providing a response to said web-based communication and to said telephony-based communication; measuring at least one parameter of said contact center without coordinating said web-based communication generated by said virtual web user system with said virtual agent and without coordinating said telephony-based communication generated by said virtual telephone caller system with said virtual agent; and providing results of said measuring of said at least one parameter of said contact center.