Regardless of a contact center’s size, whether it’s a start-up or a robust customer support powerhouse, they all share a common requirement—the need for complete and seamless cross-platform functionality. This article will further explore the need for comprehensive number testing within your contact center.
Learn how to test and monitor your contact center’s inbound and outbound phone lines with Cyara’s number testing solutions.
To make this cross-platform functionality a reality, continuous, proactive, and real-time testing and monitoring of every aspect of the contact center infrastructure is essential. Conducting these tasks manually can be demanding, but automated testing can significantly reduce the time required and optimize your resources, ultimately enhancing your return on investment.
Now, let’s explore why contact center testing is an essential prerequisite for reliable and efficient contact center infrastructure.
The Need for Number Testing
Recent research highlights that voice calls remain the dominant inbound interaction method consumers choose. As such, the very first task for any contact center should be to test their numbers. However, to ensure optimal call performance, your team generally needs to manage a complex network of providers across disparate geographical locations, all while guaranteeing the around-the-clock operation of national and international toll-free customer support numbers.
To swiftly and effectively detect any connection or audio quality issues, you need to implement a system of end-to-end, real-time number testing. And Cyara’s Voice Assure offers just that!
Replicate Your Customer Journey
The best way to truly understand your customers’ experience is to replicate their journey in real time with Cyara Voice Assure. Our automated, always-on testing solution can originate calls from countries across the world. It analyzes the resultant data for key call quality components, including connectivity, voice quality, latency, and packet loss. Additionally, it verifies the proper operation of your DTMF (dual-tone multi-frequency) tone transmission and CLI (command-line interface) information.
Comprehensively testing your contact center numbers globally ensures your customers can reach you from any location. Our Voice Assure solution dials your numbers from a Cyara in-country server within your chosen country. This ensures that your call follows the exact network paths that your customers’ calls do, precisely replicating their experience.
Immediate Alerts on Your Numbers
Voice Assure initially verifies that your calls are connecting correctly with strong audio quality. Quality metrics are based on the internationally recognized PESQ (Perceptual Evaluation of Speech Quality) standards. Voice Assure also checks for numerous other issues on your lines, including jitter, packet loss, and latency.
And when these problems do occur, it sends your team an immediate alert. They can then more quickly and effectively identify the cause of the issue and swiftly rectify it. This ensures that your customers are not negatively affected when problems do occur, thereby enhancing your customer experiences, reducing wait times and increasing brand reputation.
Continuous IVR Testing
Today’s contact centers rely heavily on well-developed, customer-centric IVR (interactive voice response) systems. These systems offer a convenient and cost-effective solution, enabling inbound callers to easily navigate phone systems to speak with an agent, resolve an issue, or make an inquiry. Many IVRs also serve as effective self-service solutions, empowering customers to find answers without ever needing to speak with a live agent.
Continuous IVR testing is crucial to truly understand your customers’ experiences and identify potential problems before they can escalate. Therefore, our solution provides you with a comprehensive view of your IVR operability. Through this, we can identify any issues like incomplete transfers, poorly organized information, and unclear or outdated menu options.
IVR testing ensures that each of your self-service applications and prompts function as intended, including any call transfer and routing options. Additionally, we can measure and monitor the maximum call volumes to identify potential breakpoints in your IVR infrastructure.
Beyond just issue identification, Cyara’s IVR testing allows you to view the IVR journey from the customer’s perspective, ensuring it’s as convenient and easy to follow as intended. Comprehensive testing is essential to prevent customer confusion and ensure they can easily get the help they need.
The Final Word
To ensure the correct operation of your contact center numbers and IVRs, the key is simple: test, test, test! The importance of ongoing number and IVR testing cannot be overstated.
Proactively, consistently, and comprehensively testing and monitoring is vital for ensuring contact center success. And given that the majority of customer interactions still happen through agent calls, maintaining the operation of your global number infrastructure is critical.
By employing in-country number and IVR testing, you gain a better understanding of your customer’s experience. This enables you to quickly identify any failures or drops in quality, drive improvements, enhance customer experience, and crucially protect your brand image and revenue growth.
Recognizing its importance, why not let Cyara automate your number and IVR testing? Enjoy peace of mind knowing that your numbers are being monitored proactively and around the clock. Contact us today for more information or a demo of our capabilities.
