IVR feature testing is how you determine that your IVR system is performing as it should. While IVRs can be a great benefit to you and your customers, poor implementation causes more problems than it solves. Thatâs why IVR feature testing is so important. Itâs generally best practice to conduct IVR feature testing when:
A new IVR system has just been installed.
A new IVR feature or call flow has been added to your system.
Ahead of peak call volume times, like the holidays.