US 12,149,655 B1
System and method for contact center test automation
Jayashree Phule, Pune (IN)
Assigned to Morgan Stanley Services Group Inc., New York, NY (US)
Filed by Morgan Stanley Services Group Inc., New York, NY (US)
Filed on Oct. 3, 2023, as Appl. No. 18/480,147.
Int. Cl. H04M 3/00 (2024.01); H04M 3/24 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); G06Q 30/015 (2023.01)
CPC H04M 3/24 (2013.01) [H04M 3/5175 (2013.01); H04M 3/5183 (2013.01); H04M 3/5235 (2013.01); G06Q 30/015 (2023.01)] 20 Claims
OG exemplary drawing
 
1. A method for automated testing of a contact center comprising:
causing, by a computer processor, a plurality of computerized processes to each initiate a telephone call to a contact center, each telephone call associated with a customer identification and intent;
causing, by the computer processor, a plurality of agent simulation computer processes to each connect to a customer relationship management (CRM) system and to connect to one of the telephone calls;
determining, for each telephone call if the contact center system data is correct by comparing one or more of actual customer routing system data and actual CRM system data to expected information; and
generating a report based on the determination.