Testing and quality assurance (QA) are crucial to the success of any speech system, but testing IVR and multimodal systems present unique challenges. This session looks at the different layers of testing and QA, including engine quality tests, functional application testing, VUI testing, interfaces and redundancy infrastructure, load balancing, and backup and recovery. How to set the goals of the testing process, what metrics to use in testing, how to conduct the tests, who should be on the testing team, and tips for managing the testing process are also discussed.