Live wizard usability tests enable you to test a new design directly on hundreds of live calls in the call center without any need for development or integration. Live wizard tests can go live within days of the original concept. You get immediate statistics on the performance of your new dialog - be it speech or touch-tone.

Specially developed test equipment is brought to your call center and simply plugged into your phone headset jacks. EIG experimenters collaborate with your own call center agents, and together a perfect simulation of your new dialog, including identification, validation, and personalised readback of account data is delivered to your callers. The agent then answers the call as per usual. Instant feedback on the performance of the dialog is available. Different variants of your dialogs can also be compared with statistical accuracy. You can ever gather customer satisfaction data at the end of the call.

As part of this work package we'll develop and review a detailed test plan; manage the logistics of the test to any call center in the world; build the simulation; conduct testing using our unique, high-fidelity wizard IVR simulator; and deliver a concise, multi-media report of findings and recommendations.