Testing a complete contact center experience can be challenging. Every queue, call, and interaction needs to perform flawlessly. At Bespoken AI, we make that possible with our Simulated Agents — virtual agents that enable true end-to-end testing of contact center experiences.
What are Simulated Agents?
Simulated Agents are virtual test agents that log into your contact center platform just like a real agent would. They go on-queue, answer calls, and even handle post-call wrap-up, allowing you to test the entire agent experience automatically — from login to completion.
Bespoken works out of the box with leading contact center platforms including Genesys, Amazon Connect, and NICE CXOne. Our Simulated Agents can also integrate with home-grown solutions and soft-phone–enabled desktops such as Salesforce and ServiceNow.
How Simulated Agents improve testing
By leveraging these agents, it’s possible to:
- Confirm queue behavior.
- Measure response times for data lookups.
- Set up initial test states (such as configuring DataTable values or queue states).
These capabilities can dramatically reduce manual testing time. For one of our leading customers, we were able to remove hundreds of hours of manual testing from a tight project schedule — saving money and ensuring the project came in on time.
Read the full case study here.
Beyond functional testing
Simulated Agents can be used as part of Bespoken’s functional testing, monitoring, and load testing solutions — providing true contact center assurance.
Ready to take your testing further? 🚀
With Bespoken’s Simulated Agents, your team can test, monitor, and optimize every aspect of the contact center experience — automatically, reliably, and at scale.
Eliminate manual effort, accelerate your testing cycles, and gain the confidence that every customer interaction will perform as expected.
Reach out to us to learn more — or start your free trial today.
