Case Study: AI/Cloud/CRM

Anbosoft for AI / Cloud / CRM

Test automation solutions to a developer specializing in cloud-based contact center software

Aiming to minimize technical debt and enhance market delivery speeds through test automation, the client partnered with Anbosoft.

Documentation services

QA consulting

Test automation

Overview

The client specializes in cloud-based solutions tailored for inbound, outbound, blended, and omnichannel contact centers worldwide.

They have developed AI-enhanced software designed to empower agents in delivering superior customer service experiences via phone, email, social media, video, and additional channels. The software features robust pre-built integrations with leading CRM platforms, facilitating quicker resolution of support incidents. Key elements such as dashboards are instrumental in enhancing transparency, streamlining system interactions, and enhancing the efficiency of contact center operations.

Provided Services

A team of six QA engineers immersed themselves in understanding the product specifics and infrastructure. They successfully automated 30 test cases utilizing Python to meet the acceptance criteria set by the client and showcased a demonstration of the newly developed scripts.

Anbosoft conducted a retrospective analysis to celebrate the successes of the project and identify areas for potential improvement.

Key QA Initiatives :

1. Anbosoft's client was highly satisfied with the outcomes of the initial project and opted to expand the QA team by adding two additional engineers and a part-time manager.

2. The expanded team focused on automating test cases covering various functionalities, including the admin panel, CRM integrations, telephony, internal voice response systems, average call duration, reporting, and dashboard analytics.

3. The QA engineers encountered a significant challenge as the application was running on over 50 virtual machines. When initiating an automated test, a domain name would be dynamically selected from a pool based on certain criteria. Occasionally, the general domain names were not suitable, leading the QA team to integrate custom-built solutions and incorporate domain name restrictions directly into their testing scripts.

4. Anbosoft maintained a high level of process clarity by offering comprehensive details about the steps involved in automating each test case. This approach provided the client with a clear view of how time and resources were being utilized, enhancing their ability to manage technical debt effectively within set deadlines.

5. Anbosoft drafted comprehensive guidelines for creating automated tests. Despite various teams being engaged in automation efforts and utilizing differing workflows — which slowed overall progress — Anbosoft’s standardized requirements unified these efforts, significantly boosting overall efficiency.

Technologies & Tools

Python
PyCharm
Gitlab
Docker
Rancher
VNC Viewer

Kibana
Elasticsearch
JIRA
Confluence
Slack
Test Results Viewer

TFM
DRM
LogViewer
Logs and Domains

Results

Standardized the methodology of crafting test cases across various teams, ensuring uniformity in test automation processes.
Eliminated repetitive tasks and enhanced the efficiency of the automation procedures, thanks to the preemptive review of test cases by Anbosoft’s specialist to assess the need for automation.
Greatly decreased technical debt and improved the productivity of internal QA teams, allowing manual QA engineers more time to focus on additional priorities.