http://www.qualitestgroup.com/Think-2020-Articles http://www.qualitestgroup.

com/CRM-Testing

Billing Testing
Todays telecommunication systems have to provide a large variety of pre-paid and on-demand alternatives, in addition to the original, basic post paid billing model. New and innovative options are constantly being added and incorporated into the current service providers offerings. Mistakes in billing systems can cost you time, money, and customers which you cannot afford to lose. QualiTest has developed a comprehensive methodology for testing billing systems including several elements:

3 layer testing; Test Plan, Test Requirements and Test Cases allowing you to combine several test scenarios in a single test cycle. This approach dramatically reduces the efforts needed for test execution. Algorithm for testing Rating with full coverage of all scenarios. Automated infrastructure developed for Billing systems with full flexibility for customer changes and synchronization between real time and batch activities. Using Business Processes Definition (BPD) methodology to plan and execute end-to-end scenarios simulating real business rules. Using Test Data to simulate real scenarios including: database back up, CDRs and Interface traffic. Building a virtual environment and performing tests with real data such as customers, price plans, CDRs, and etc. Using in house testing tools for testing integration with other systems and creation of CDR files. Testing areas:

Mediation Rating and price plans Provisioning Billing production Invoice structure Accounts receivable (A/R)

Collection Integration with operational and external systems

CRM Testing
Providing an engaging user experience is the key to customer loyalty. The Customer Relationship Management (CRM) and Call Centers applications play a big part in achieving this goal. QualiTest methodology for testing CRM and Call Center applications includes:

Understanding the business processes and service policy Verifying design compliance to the organization policy and processes Converting the customer relationship and service processes to operational test scenarios Involving end users as a strategic element in the process Testing compliance between the implementation and the CRM core infrastructure Conversion and integration with external systems using QualiTest internal tools Test areas:

Test algorithm for complete coverage of IVR scenarios Combining automated tool (WinRunner) and unique scripts for full connectivity with tested system and test tools Interoperability testing of PBX and IP operators Test CTI systems by using protocol analyzers while testing parameters, QOS and other KPIs Testing distributed systems by using E1 and LAN simulator and testing system behavior under real conditions such as packet loss, jitter, :latency etc Unique load and volume testing that combine calls, users and data