A customer of mine, a tech company, receives relatively few customer calls overnight — usually just a couple dozen. Currently, the employees fielding those calls are all working from home, separated from one another, and it wasn’t until the end of a recent shift that all of them realized that no one had received a single call. The company’s telephone line was out, but no one knew it for about eight hours.
This happens far too often: Companies experience problems with their collaboration systems, but don’t catch them for hours or even days. Synthetic testing — in which a tool simulates user traffic to proactively detect and resolve outages or performance issues — is an effective solution to this problem. Through synthetic testing of collaboration systems, a partner such as CDW can automatically test the phone systems several times an hour to ensure that they are working as expected and record the entire customer experience.
Here are three scenarios where synthetic testing can add value to your collaboration systems.