System and method for interactivity testing of text-based customer communications

1. A system for interactivity testing of text-based contact center communications, comprising:

a test database configured to store testing information comprising:

one or more text-based communication queries each comprising text simulating a query from a customer to a contact center; and

one or more test configurations comprising instructions as to which forms of text-based communication are supported at a contact center;

an interactivity testing engine comprising a first plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, causes the computing device to:

retrieve a test configuration and a query from the test database for the contact center;

send the query from the test configuration to the contact center in each form of text-based communication supported by the contact center;

receive a response from the contact center for each query sent in the same form of text-based communication as the query;

compare each query and its response using one or more parameters to determine whether the response was appropriate to the query; and

report an outcome of each comparison; and

a load testing engine comprising a second plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the second plurality of programming instructions, when operating on the processor, cause the computing device to:

receive an input comprising an expected text-based communication load capacity for each form of text-based communication at the contact center;

send a quantity of text-based queries from the test configuration to the contact center in each form of text-based communication supported by the contact center;

receive responses from the contact center for each query sent in the same form of text-based communication as the query;

analyze and determine the performance and speed with which responses are sent from the contact center under large or increasing loads; and

report the results of the analysis.

2. The system of claim 1 , wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

3. The system of claim 1 , wherein the test database and interactivity testing engine are co-located on the same computing device.

4. A system for interactivity testing of multi-modal text-based contact center communications, comprising:

a test database configured to store testing information comprising:

one or more text-based communication queries each comprising text simulating a query from a customer to a contact center; and

one or more test configurations comprising instructions as to which forms of text-based communication are supported at a contact center;

an interactivity testing engine comprising a first plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, causes the computing device to:

retrieve a test configuration and a query from the test database for the contact center;

send the query from the test configuration to the contact center in each form of text-based communication supported by the contact center;

receive a response from the contact center for each query sent in a different form of text-based communication as the query;

compare each query and its response using one or more parameters to determine whether the response was appropriate to the query; and

report an outcome of each comparison; and

a load testing engine comprising a second plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the second plurality of programming instructions, when operating on the processor, causes the computing device to:

send large quantities of a query from the test configuration to the contact center in each form of text-based communication supported by the contact center;

receive responses from the contact center for each query sent in a different form of text-based communication as the query;

analyze and determine the performance and speed with which responses are sent from the contact center under large or increasing loads; and

report the results of the analysis.

5. The system of claim 4 , wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

6. The system of claim 4 , wherein the test database and interactivity testing engine are co-located on the same computing device.

7. A system for interactivity testing of two-factor authentication in text-based contact center communications, comprising:

a test database configured to store testing information comprising:

one or more text-based communication queries each comprising text simulating a query from a customer to a contact center; and

one or more test configurations comprising instructions as to which forms of text-based communication are supported at a contact center;

an interactivity testing engine comprising a first plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, causes the computing device to:

retrieve a test configuration and a query from the test database for the contact center;

send the query from the test configuration to the contact center in each form of text-based communication supported by the contact center;

receive a response from the contact center for each query in a different form of text-based communication from the form of text-based communication of the query, the response comprising an authentication code;

extract the authentication code from the response;

enter the authentication code in a text-based field at an authentication code prompt on a first web page;

determine whether the login was successful by scanning the contents of a second web page that appears after entering the authentication code on the first web page; and

report an outcome of the determination of whether the login was successful; and

a load testing engine comprising a second plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the second plurality of programming instructions, when operating on the processor, causes the computing device to:

send large quantities of a query from the test configuration to the contact center in each form of text-based communication supported by the contact center;

receive responses from the contact center for each query in a different form of text-based communication from the form of text-based communication of the query, the response comprising an authentication code;

analyze and determine the performance and speed with which authentication code responses are sent from the contact center under large or increasing loads;

analyze and determine the performance and speed with which authentication code authentications are validated or rejected under large or increasing loads; and

report the results of the analyses.

8. The system of claim 7 , wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

9. The system of claim 7 , wherein the test database and interactivity testing engine are co-located on the same computing device.