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 unaware of issues outside of your internal telecom’s network? This is why you need in-country number testing!
In-country number testing is the process of testing phone numbers from within a specific country to assess their functionality, performance, and quality from the customer’s perspective. It matters because network monitoring alone can’t detect issues on external networks, leaving you unaware of problems that affect 5-12 connectivity issues and 3-7 audio quality issues per number each month.
Key benefits of in-country number testing:
- Test toll-free numbers that can’t be reached internationally.
- Measure voice quality accurately from the customer’s location.
- Validate ANI/CLI personalization and caller ID display.
- Replicate real customer experiences across global markets.
- Detect issues that internal network monitoring cannot see.
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 confirm 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—local testing locations within each country) 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 unaware
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 unaware of a wide range of problems that could be dramatically affecting your calls and customer experiences (CX).
network monitoring vs. in-country number testing
| Capability | Network monitoring | In-country number testing |
| Detects internal network issues | ✓ | ✓ |
| Detects external carrier issues | ✗ | ✓ |
| Tests toll-free number accessibility | ✗ | ✓ |
| Measures real customer call quality | ✗ | ✓ |
| Validates local regulatory compliance | ✗ | ✓ |
| Identifies locale-specific problems | ✗ | ✓ |
However, when network monitoring is combined with number testing, it verifies you have comprehensive coverage and are no longer affected by these gaps. 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, verifying you stay ahead of any problems on your lines. Ongoing testing efficiently uncovers issues before they can affect 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?
Global in-country dialing is the process of testing your phone numbers from within a specific country to assess their functionality, performance, and quality from the customer’s perspective. 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 (the time between dialing and hearing a ring or connection), 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 verifies 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 (delay in audio transmission). 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 toll-free numbers requires local presence
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. Toll-free numbers cannot be dialed from outside their designated country, making in-country testing essential for validating their accessibility.
Accurate voice quality measurement
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. Voice quality metrics like Perceptual Evaluation of Speech Quality (PESQ, an industry-standard algorithm that measures audio quality as perceived by humans) provide objective measurements when tested from actual customer locations.
Validating ANI/CLI personalization
In-country testing assists in identifying and resolving localized issues, including verifying that automatic number identification/caller line identification (ANI/CLI, the caller ID information displayed to recipients) appears correctly for customers in each region. This prevents costly service disruptions and reputational damage.
Faster issue detection and resolution
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.
Data-driven decision making
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 dual-tone multi-frequency (DTMF, the tones generated when pressing phone keypad buttons) 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
Frequently Asked Questions
In-country testing can detect connectivity failures, audio quality problems (clipping, low volume, latency), post dial delay issues, DTMF functionality problems, toll-free number accessibility, ANI/CLI display errors, and compliance issues with local telecommunications regulations.
Toll-free numbers are designed to be accessible only from within their designated country or region. International calls to toll-free numbers are typically blocked by carriers, making it impossible to verify their functionality without testing from a local in-country presence.
Internal call center monitoring only tracks what happens within your organization’s network. In-country testing simulates actual customer calls from external locations, revealing issues on carrier networks, local infrastructure, and external call paths that internal monitoring cannot detect.
In-country number testing is the process of testing your phone numbers from within a specific country or region to assess their functionality, performance, and quality. It replicates real-world customer call paths, including local carrier networks, to uncover issues that internal network monitoring tools cannot detect.
Network monitoring tools can only surface issues within your internal network, leaving you unaware of problems occurring on external networks. Combining network monitoring with in-country number testing gives you comprehensive coverage across the full call path.
Cyara’s global data shows that a single number experiences connectivity issues an average of 5 to 12 times per month, and serious audio quality issues an average of 3 to 7 times per month.
In-country testing can identify problems including call connectivity failures, audio quality issues such as clipping, low volume, and latency, as well as DTMF functionality, post dial delay, and conference functionality.
Customers call from different locations using a variety of carriers, so testing from within each country replicates their actual experience. Audio quality standards and network conditions also vary by region, meaning a score acceptable in one country may not meet expectations in another.
In-country testing reduces troubleshooting time, minimizes operational downtime, and enables earlier detection of audio issues. It also supports faster first call resolution, improved customer trust, and stronger brand loyalty.
Cyara is the only platform that provides in-country points of presence (PoPs) around the world, enabling true replication of local customer experiences rather than relying on simulated or centralized testing.
Cyara measures numerous factors including DTMF functionality, post dial delay, latency, audio quality, call connectivity, and conference functionality across all number types and networks.
