Frequently Asked Questions

The Dirawong Solution is composed of the following components:

• Cheetah – The Dirawong Solution’s automation testing framework. The system automates the testing of IVR solutions through its Interaction Rule Testing module and the user’s platform reliability through its Platform Testing modules. The system also allows users to directly interact with their IVR solution without going through a telephony system using the embedded Voice Visualiser module.
• DIM – The Dirawong Solution’s main GUI. This component allows users to view visualisations of their system’s configurations and aggregated daily activity data.
• Designer – The Dirawong Solution’s designer sandpit tool that allows users to design their own IVR call paths, automate the creation of test cases for these designs, and to export design documents that developers will use to implement contact center solutions.

Aside from its product offerings, Dirawong also offers the following services:

• Testing as a Service – The Dirawong team’s skillset includes expertise in testing contact center solutions. Clients can make use of this expertise by availing of Dirawong’s Testing as a Service offering. With this arrangement, the Dirawong team will perform the client’s testing activities and provide the necessary reports.
• Contact Center technology integration – with many years of contact center experience under its belt, the Dirawong team has completed the integration of contact center technologies for a wide range of clients.
• Contact Center rules engine development – the Dirawong team has an in-house rule engine for IVR solutions. Customers can make use of this in-house solution, or have Dirawong develop interaction rules for their own rule engines.
• Analytics – the Dirawong team is well-versed with contact center and CRM data that can be used to provide actionable insights through visualisations. The Dirawong team can create analytics, charts, and reports on customer’s contact center data that will allow business users to understand their business better.

• The Dirawong Solution is catered for businesses that need to understand how their system is configured and what the impact of changes to these configurations has on their business.
• Regression packs can be seeded and maintained automatically based off of the analytics data which reduces manual test case creation and execution time. It collates call logs across all the applications within the solution into the one test results report.

The Dirawong Solution accelerates the speed to market of changes to a business’ IVR system since the testing methodology does not require connection to any telephony system. This reduces the time it takes to set up testing and development environments. Additionally, the solution automates the creation and maintenance of test cases, reducing the time it takes to run tests on IVR systems and allows testers to focus their efforts on more value adding activities. It quickly identifies unintended problems introduced when implementing code changes.

The solution can be installed on-premise or in the cloud – either within the Dirawong internal cloud servers or a different server of the customer’s choosing.

Yes, the Dirawong Solution can be configured to cater to the needs of different user personas such as managers, testers, developers, and top management.

All data used in the Dirawong Solution is aggregated and obfuscated, eliminating the risk of exposing personal identifiable data. For customers deployed in the Dirawong internal cloud, user login protocols prevent companies from viewing other companies’ data.

•  Interaction Rules Testing – this type of testing tests the call flows within the customer’s IVR system. This tests whether the system provides and returns the correct prompts vs. an exhaustive list of possible responses to these prompts. This also tests whether the system takes callers to the correct contact paths based on their responses.
• Platform Reliability Testing – there are three types of tests covered: Activity Volumes testing, Values testing, and Reporting Data Structure testing. Activity Volumes testing takes aggregated activity volumes and tests whether they fall within tolerance levels vs. predetermined baselines. Values testing determines whether calls made within the system generate the right key-value pairs. Reporting Data Structure Testing tests whether the data generated by the system fits within system definitions.
• Cheetah Testing – using Selenium API integration, Cheetah enables the testing of browser-based UI applications. Clients can test their end-to-end flows from call initiation to call presentation on the agent desktop.

Yes, comprehensive user guides are available for all components of the Dirawong Solution.

The Dirawong Solution currently caters to testing voice, chat, and messaging channels.

• For a sample store of 800 test cases with an execution time of 2 hours, a dedicated Docker-based server with 4 CPU’s and 16GB RAM is recommended.
• Actual sizing will be determined based on customer requirements, the number of test cases that will be executed, and the sizing of integrated systems (e.g., IVR Application Server).

The most common communication channels used by businesses to reach customers are email, chat, phone, and social media channels.

 IVR – short for Interactive Voice Response – is an automation technology implemented in phone systems that allows incoming callers to access information or perform actions relating to the connected business through voice responses or DTMF inputs.

Chatbots are artificial intelligence applications that simulate conversations with users via text or text-to-speech.

The process of sending and processing electronic communications. Examples of software that process such communications are SMS, WhatsApp, and Facebook Messenger.

Commonly used tools to make contact centers efficient are Automatic Call Distribution software, IVRs, CRMs, reporting systems, dialers, and call recording systems.

The cloud refers to the general remote accessibility of things over the internet. When something is said to be “in the cloud”, then that “something” is stored on internet servers instead of a local drive. This makes it accessible anywhere that has an internet connection.