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Home >> Industries >> Transportation & Logistics >> Case Studies 
IVRS testing for a global logistics major  
Customer

Our customer is one of the global market leaders in international express, overland transport and airfreight.

Our customer offers a full range of customized solutions from express document shipping to supply chain management. Our customers’ success is owing to their innovative ideas of sending out documentation in advance of cargo arriving, thereby speeding up the process of importing goods.

Business Need
Our customer’s earlier interactive voice response (IVR) environment consisted of legacy equipments from one of the companies that it acquired. The primary platform for domestic US automation consisted of Brite (Intervoice) IVR hardware, that was approximately ten years old. There were many limitations to the current environment which included:
  • Poor automation rate
  • Input constrained to touchtone

Our customer wanted to implement a new speech enabled IVR solution. By `speech enabling` IVR applications, our customer expected an increase in customer satisfaction and move significantly more calls away from the costly agent handled channel into automation.

A different vendor was developing this solution and ITC Infotech was asked to do the testing in order to separate it from the development part.

How We Helped
ITC Infotech provided Integration Testing services to the customer. Our team improved the existing QTP automation scripts for the application. Services offered to the customer included:
  • Test planning
  • Analyze QTP scripts
  • Analyzing functional test cases and results
  • Test scripts
  • Test execution
  • Support UAT
Business Benefits
  • Our customer has improved in their end-customer satisfaction ratings, significantly
  • Cost of answering calls through agents has been reduced significantly by using the IVRS application
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