GL’s Solution for Load Testing Call Centers
Gaithersburg, Maryland, USA – Mar 24, 2020 - GL Communications Inc., a global leader in telecom test and measurement solutions, addressed the press regarding their ability to test call center performance.
GL can automatically generate hundreds of calls in a lab environment or over the Public Switched Telephone Network (PSTN). GLs solution can test interactive voice response (IVR), voicemail (VM) functionality, and measure voice quality.
Tens of thousands of companies and organizations rely on call centers to fulfil their mission critical capabilities and business functions including :
- 911 and emergency services
- Customer support
- Long Distance Services
Especially now, during the coronavirus crisis, many call centers for emergency services, airlines, hotels, etc. are being overloaded by patients and customers.
“These call centers can be overloaded in disaster situations or unexpected events. Therefore, some organizations use redundant telecommunications connections to the outside world (PRI, SIP trunks, etc.). It is essential to test if these trunks properly rollover under high load”, said Robert Bichefsky, Director of Engineering at GL Communications Inc.
He further added, “Testing call volume and routing is essential for call centers to confirm uninterrupted operation. GL Communications can generate hundreds to thousands of calls through the PSTN – at a sustained call rate – to your call center to test the telecommunications infrastructure and services. These calls can be generated as a service by GL for a simple solution or directly from your lab environment by deploying the call generation test equipment”.
“Calls can be generated to any network including VoIP, TDM, and mobile. In addition to testing call capacity, GL can also test IVR traversal and VM functionality of the call center while also confirming voice quality”.