In order to get a complete picture of your customer’s experience with your contact center, you need to validate contact not only from the customer’s perspective, but from the agent’s point of view as well. In other words, you need to look at the experience from end-to-end. This whitepaper discusses the importance of end-to-end testing and monitoring in understanding the true customer experience and ensuring the agent experience, how end-to-end testing can be implemented, and how it can help optimize the performance of your contact center.