At Nopaque, we believe there is a space in the market to vastly improve validating the quality of customer experiences that organisations offer via telephony and chat. To do this, it is not only the functionality that needs to be tested. We are also focused on being able to test for performance and broadness of coverage.
We often hear the term heritage used to describe products and services that were created a long time ago. Some of them remain valuable, more often than not, what they really are is legacy, or worse still, technical and operational debt. Consider some of the behaviours in the past that led to Marketing buying a new telephone number and expecting a new journey, for every product and service created. Now imagine being a heavily constrained contact centre engineering team, who by now have probably rotated staff long since the original journeys and numbers were created. This "Mess" can be hidden by the term heritage and it's important to understand what needs to be improved, or just stopped.
To move forward and really begin providing First Point of Contact resolution to customers, these teams need to understand the starting point from which they are going to transform, by mapping out these journeys. Many of those services still operate as DTMF and/or poorly built Voice Driven menus and the documentation about them is limited. This results in what we call "IVR Entanglement" and mapping these out manually is an onerous and costly task, which doesn't create much customer value. We have seen people spend days, just mapping out a single product, it's journeys and the capabilities they provides.
Our mapping product helps to prevent this low value time drain on strained engineering teams. By creating maps automatically, engineers can begin making informed decisions about how to proceed in improving products and services, or rebuilding them with new technology, ensuring customers get the expected experience. Furthermore, our mapping tool output, forms the basis of Test Plans, vastly reducing the time it takes to create the monitoring needed to assure journeys are working as expected.
Now that our product has launched, customers are able to sign up and self-serve. Mapping out a journey is as simple as providing a number, then submitting the mapping task. Users can then interact with and explore the results helping them understand existing configuration and/or issues. We estimate this product will reduce the time it takes to map out a complex product by ~5 days.