Businesses today rely on multiple contact channels to communicate with customers. In 2023, Call Center Helper reported phone contact with live agents remained the dominant interaction channel, at 63.6%. This is why Cyara has invested in augmenting our Voice Assure solution with artificial intelligence (AI) validation. Through this, we can more comprehensively monitor your numbers and verify all alerts.
Cyara helps businesses connect with customers using automated, proactive global number testing.
The Importance of Number Testing
For global organizations, testing and monitoring inbound and outbound phone lines to ensure they are answering customers’ calls is critical. It’s also crucial to ensure these lines provide the highest possible audio quality to customers. They should function flawlessly, free from issues such as jitter, latency, or packet loss.
Monitoring a global network of numbers requires constant vigilance. Most solution providers only monitor number performance within your internal network. However, Cyara Voice Assure adopts a comprehensive approach, testing ‘outside-in’ and replicating the experiences of your customers globally. This means that we thoroughly test not only your internal network, but also the external network. The stability and reliability of your external carrier’s networks is an example of this.
It’s also important to note that local contact numbers can only be dialed from their respective countries. Previously, organizations often depended on family and friends abroad, or even freelancers to ensure the efficient operation of their numbers. While this gave a subjective performance indicator, the results were typically inconsistent and often unreliable.
Without continuous monitoring, organizations generally only discover issues after an influx of complaints from callers. What makes this more concerning is that research shows only a small percentage of customers will complain if they experience an issue. This suggests that any problem will likely impact many customers before the organization becomes aware of it.
Proactive Number Testing with Voice Assure
Voice Assure provides always-on, proactive, and automated global phone number testing. This enables you to understand your customers’ calling experiences, regardless of their location. With servers in 145+ countries and the broadest network of carriers for enhanced coverage, Voice Assure can quickly and easily originate real time calls in-country, precisely replicating your customers’ experiences. It also measures your essential call performance metrics, including call connection rates, audio quality, voice latency, and call line identity (CLI) dial tone transmission.
When issues do occur with your numbers, Voice Assure will automatically generate an alert to your team. These alerts include full call detail records (CDRs), enabling your team to precisely understand when and where the issue is occurring. Thus, drastically reducing troubleshooting time and resource requirements. The Voice Assure solution empowers you to proactively, and accurately stay ahead of any issues before they can negatively impact your customers.
Our Intelligent Alerting System
At Cyara, we understand the importance of ensuring your team only receives alerts during real issues. This also prevents the often time-consuming and laborious nature of false alerts. To achieve this, we leverage AI validation and human verification to automatically validate all test results. This ensures alerts are issued only when a true problem occurs and your pre-specified thresholds are not met.
Our Intelligent Alerting system will conduct a series of automated tests as soon as it detects a problem. It enhances the understanding of the specific number’s behavior, ensuring alerts are triggered only when necessary. This allows your IT and network operations teams to better focus on addressing other issues or potential improvements.
AI Validation and Project Gamma
At Cyara, we are dedicated to delivering the highest quality results to all our customers. As part of this commitment, we continuously seek ways to optimize processes and enhance efficiencies for our customers and team. That’s why we developed Project Gamma, a system utilizing advanced techniques for more precise testing and analysis. Leveraging Gamma allows us to provide accurate results to our customers more quickly while maintaining the highest quality standards.
Project Gamma is a combination of deep learning, automatic speech recognition, and business logic. It is a powerful tool that brings an unprecedented level of accuracy to results, with a particular emphasis on failed tests.
Our sophisticated AI is capable of automating numerous tasks such as:
- Audio quality checks: Gamma verifies if a reported failure is related to audio quality, reaching an out-of-office message or another announcement message. This helps to direct your team straight to the source of the issue, dramatically reducing troubleshooting time.
- Backend response analysis: Where a fail occurs, Gamma checks the backend responses from your numbers and providers before marking any call as unsuccessful.
- Quality score approval: Gamma verifies that your audio quality scores are below our benchmarks or your pre-specified threshold before issuing your team with an alert.
- Automated re-runs: Gamma automatically re-runs tests multiple times before marking them as failed. This ensures that the issue is not a one-time event and is replicated in subsequent runs. Thereby adding an extra level of accuracy to results and reporting.
Continually Improving and Evolving
Project Gamma provides numerous advantages, especially in terms of efficiency and improving handling times. It also improves the accuracy of test results and minimizes false alerts.
With millions of calls flowing through our infrastructure every month, Project Gamma has extensive training in a comprehensive range of test data and insights. This means that Voice Assure doesn’t simply test your numbers. It also provides you with reliable insights and information into the cause of the problem.
Gamma ensures that even if our support team is busy, your numbers are always retested before alerts are issued. This assurance brings peace of mind by actively monitoring your numbers around the clock and rigorously verifying all results.
Like all Cyara solutions, Voice Assure and Project Gamma are always evolving. Our team is continuously improving our offering and adding more advanced logic and AI validation capabilities. As a result, we look forward to increasing its accuracy and precision even more in the coming months. To find out more about Voice Assure and number testing, see our product page.
