Do you know if your organization’s numbers are up and running at all times? Are they providing your customers, prospects, and agents with a high level of audio quality? Or are you blind to issues outside of your internal telecom’s network? This is why you need in-country number testing!
Cyara helps businesses provide quality CX to customers around the world with enhanced global dialing solutions.
Whatever business sector you operate in, it’s vital to ensure that your global communications are always operating to the highest standard. This is especially critical for the voice channel as this tends to be customers’ preferred method of communication for high-value and high-priority conversations.
Cyara is the only platform capable of giving you true insights into exactly how your numbers are performing across the world. This is because we are the sole organization providing in-country points of presence (PoPs) around the world. Through these, you can leverage our global in-country dialing capabilities to truly replicate the experiences of your global customers.
Why Network Monitoring Leaves You Blind
Many organizations utilize network monitoring tools to monitor their telecoms. But unfortunately, these tools aren’t capable of alerting you to issues happening on your external networks. This leaves you blind to a wide range of problems that could be dramatically affecting your calls and customer experiences (CX).
However, when network monitoring is combined with number testing, it ensures you have comprehensive coverage and are no longer affected by these blind spots. This is crucial because relying solely on network monitoring can’t provide a truly holistic understanding of your CX. This is due to the highly complex nature of modern call paths, with multiple providers and networks, each of which can lead to variations in calling experiences.
Thankfully, with Cyara you can proactively and automatically test your numbers, ensuring you stay ahead of any problems on your lines. Ongoing testing efficiently uncovers issues before they can impact your customers. And our immediate alerts provide your team with the necessary information for timely issue rectification. As a result, any downtime and operational inefficiencies are also dramatically reduced.
What is Global In-Country Dialing?
In-country global dialing refers to the process of testing your phone numbers or telecoms within a specific country or region to assess their functionality, performance, and quality. With Cyara, this testing involves simulating real-world scenarios and user interactions to evaluate various aspects of the service. Factors examined include call quality, connection reliability, post dial delay, and compliance with local regulations.
Because your customers are located all over the world, they rely on your organization’s local numbers to reach you. This means they’ll be calling from different locations, as well as using a multitude of carriers. As a result, if you aren’t testing your numbers locally, and replicating your customers’ behavior and call paths, you risk missing out on issues. And more than likely, this will cost you valuable business opportunities.
Global in-country dialing, also known as in-country number testing replicates the exact experiences of your customers across the globe. It ensures that your phone numbers and telecommunications services meet the expectations and requirements of your callers. As such, it helps you to deliver a seamless and high-quality experience at all times.
Cyara’s global data shows that on average, a single number is likely to experience connectivity issues 5-12 times per month. Connection problems are critical and can have detrimental consequences for your business. And serious audio quality issues — ones that can be detected by the human ear and affect the conversation quality — are typically experienced by a single number 3-7 times a month. These problems can include clipping, low volume, drops in audio, and latency. And as these are the average figures, this means that some organizations are facing significantly higher rates of problems.
Why You Should Be Testing In-Country
Now, let’s explore why you should be actively testing your number performance in-country.
- Testing your numbers from within each country offers much more comprehensive insights into real-world scenarios. This includes network congestion and local regulations that may be impacting your customers’ call paths.
- Identifying and addressing locale-specific issues improves quality assurance. For instance, an audio quality score acceptable in a developing country (that is undergoing infrastructure improvements) may not meet the standards expected by your consumers in the United States.
- In-country testing assists in identifying and resolving localized issues. This prevents costly service disruptions and reputational damage.
- Accurate replication of real-world conditions leads to reduced troubleshooting time and operational downtime. It also results in earlier detection and resolution of audio issues, and enhanced customer and agent experiences. This means faster first call resolution, reduced waiting times, improved trust, enhanced brand loyalty, and increased agent morale.
- Additionally, detailed results from automated testing help to improve decision-making processes. They also facilitate benchmarking against other organizations in the same geographic area, ultimately driving improvements in overall performance and further enhancing your performance. The data generated also makes decisions regarding your selection of providers and carriers much more subjective.
Testing with Cyara
In-country testing provides you with a comprehensive and proactive approach to ensuring the quality, reliability, and compliance of your telecommunications services. This enhances the overall experiences of your customers, agents, IT and telecoms teams. And these improvements ultimately contribute to driving business success and growth.
“Cyara gave us better visibility on the quality of our service, and allowed us to detect and solve issues much faster. It contributed to improving call quality and customer satisfaction.”
Pierre-Baptiste Béchu, Tech Co-Founder, Aircall
At Cyara, we enable you to test and monitor all your numbers, regardless of the type of line or network used. Crucially, number testing is not simply about determining if a phone line is up and operational, or even if it is providing good audio quality. When conducting number testing, you should meticulously examine multiple aspects and performance points. Through your test calls, Cyara can provide insights on numerous factors, including DTMF functionality, post dial delay, latency, and conference functionality.
Telephone services are mission-critical. This is why we pride ourselves in assisting our customers with assuring optimal CX through our automated and proactive testing and monitoring solutions.
To learn more about our global in-country dialing capabilities, contact our team today.
“We can see if a certain phone number or a certain carrier is performing poorly against another carrier in the second country or against the country benchmark that [Cyara] Voice Assure provides us with.”
David Conway, Lead Systems Engineer, Salesforce
