Key takeaways
- AI validation in number testing uses machine learning to verify call results and eliminate false alerts, ensuring teams only respond to genuine issues.
- Cyara Voice Assure provides proactive, automated global phone number testing from 145+ countries, replicating real customer experiences.
- Project Gamma combines deep learning, automatic speech recognition, and business logic to deliver highly accurate test results.
- Continuous monitoring prevents customer-impacting issues from going undetected, as most customers won’t report problems they experience.
- AI-powered verification reduces troubleshooting time by identifying the specific source of call failures.
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.
AI validation in number testing uses machine learning and automated verification to analyze phone call results, distinguish genuine failures from false alerts, and provide accurate insights into call quality issues, confirming businesses only receive alerts when real problems occur.
The importance of number testing
For global organizations, testing and monitoring inbound and outbound phone lines to confirm they are answering customers’ calls is critical. It’s also crucial to verify these lines provide the highest possible audio quality to customers. They should function flawlessly, free from issues such as jitter (variation in packet arrival times causing choppy audio), latency (delay between speaking and hearing), or packet loss (missing data packets that degrade call quality).
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 validate 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.
What is Voice Assure?
Voice Assure is Cyara’s automated global phone number testing and monitoring solution that replicates real customer calling experiences from locations worldwide.
Key capabilities include:
- Real-time monitoring and proactive alerting for phone number issues
- AI-powered failure verification through Project Gamma
- Global carrier coverage with servers in 145+ countries and 420+ global carriers
- Comprehensive call performance metrics tracking
- Full call detail records (CDRs) for precise troubleshooting
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 CLI (call line identity, the caller ID information transmitted with each call) 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 confirming 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 validates 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.
What is Project Gamma?
Project Gamma is Cyara’s proprietary AI validation system that combines deep learning, automatic speech recognition, and business logic to deliver highly accurate phone number testing results.
Core components:
- Deep learning algorithms for pattern recognition and failure analysis
- Automatic speech recognition (ASR) for audio content verification
- Business logic rules for contextual result validation
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. Leveraging Gamma allows us to provide accurate results to our customers more quickly while maintaining the highest quality standards.
Project Gamma 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:
- Reduces false alerts by verifying audio quality: Gamma checks whether failures relate to audio quality issues, out-of-office messages, or other announcement messages, directing your team straight to the source of the issue.
- Validates backend responses before marking failures: Where a fail occurs, Gamma checks the backend responses from your numbers and providers before marking any call as unsuccessful.
- Verifies quality scores meet thresholds before alerting: Gamma verifies that your audio quality scores are below our benchmarks or your pre-specified threshold before issuing your team with an alert.
- Confirms issues through automated re-runs: Gamma automatically re-runs tests multiple times before marking them as failed, ensuring that the issue is not a one-time event and is replicated in subsequent runs.
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 confirms 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.
Frequently Asked Questions
Global number testing verifies your phone lines work correctly for customers in every country, since local numbers can only be dialed from their respective regions and issues often go unreported by callers.
AI validation automatically verifies test results by analyzing audio quality, checking backend responses, and re-running tests multiple times before issuing alerts, ensuring your team only responds to genuine failures.
Voice Assure is Cyara’s global phone number testing solution that monitors and tests your numbers worldwide, while Project Gamma is the AI validation system within Voice Assure that verifies results and reduces false alerts.
Voice Assure detects issues including call connection failures, poor audio quality, jitter, latency, packet loss, and CLI transmission problems.
Without continuous monitoring, organizations typically only discover issues after receiving an influx of customer complaints, and research shows only a small percentage of customers will actually report a problem. This means a single issue can impact many customers before the organization is even aware of it.
Most providers only monitor number performance within your internal network, but Voice Assure takes an “outside-in” approach that replicates real customer experiences globally, including testing external carrier networks. It originates real-time, in-country calls from servers in 145+ countries across a broad network of carriers.
Voice Assure measures key metrics including call connection rates, audio quality, voice latency, and call line identity (CLI) dial tone transmission. These metrics give teams a precise understanding of the customer calling experience.
Project Gamma is Cyara’s AI system that combines deep learning, automatic speech recognition, and business logic to validate test results with greater accuracy. It automates tasks such as audio quality checks, backend response analysis, quality score approval, and automated test re-runs before any failure is confirmed.
When a potential issue is detected, the system automatically runs a series of additional tests to confirm the problem before notifying your team. Alerts are only issued when a genuine failure occurs and your pre-specified thresholds are not met.
Alerts include full call detail records (CDRs) that show precisely when and where the issue is occurring. This detail dramatically reduces troubleshooting time and resource requirements for IT and network operations teams.
Yes, Voice Assure provides always-on, proactive, and automated monitoring, and Project Gamma confirms numbers are retested before alerts are issued even when the support team is occupied. This continuous monitoring means issues can be caught before they negatively impact customers.
