When your customers place a call to your contact center, they expect quick and seamless support, without any issues or delays. However, when your phone lines aren’t correctly optimized, your global customers may be exposed to poor audio quality and long wait times, and that’s if they can connect to your agents at all. Your business’ long-term success hinges on your ability to deliver quality interactions, regardless of where your customers may be located. But accurately evaluating your call performance is no easy feat, requiring you to conduct local calls from every country you support.
Ensure your global contact numbers are always operational with Cyara Voice Assure.
Unfortunately, most businesses lack the resources and bandwidth to complete this rigorous testing, and they are forced to put their CX quality in jeopardy. That’s why they need an automated call testing solution.
While some CX providers claim to help you assure voice quality with simulated testing environments, you must leverage true in-country number dialing to reflect real-world conditions, or risk falling victim to incomplete data.
The Problem with Simulated Global Carrier Testing
There are many substandard IVR and carrier testing solutions on the market that claim to assure voice quality. But these solutions use simulated environments. Instead of conducting tests from the countries and regions where your real-world customers are located, these providers simulate results with global telephony networks. And while this may seem sufficient, these providers leave you with detrimental vulnerabilities and fail to provide the insights you need to accurately improve your customer experience offerings.
For example, while a simulated test detects an issue impacting your phone numbers, it may be unable to tell you what the root cause is, or where you should begin troubleshooting. In other instances, a simulated test may only tell you whether a call was successfully placed or not, neglecting to verify audio quality. In these cases, the test fails to provide the insights necessary to improve your CX offerings and deliver quality interactions.
For customer-centric businesses, you can’t settle for replications. Instead of helping you pinpoint areas for improvement based on real-world conditions, simulated environments can create misleading alerts, waste your time on incorrect troubleshooting, and leave you vulnerable to compliance penalties.
For example, your customers from the United States can successfully reach out to you and interact with your IVR. But when a customer from the United Kingdom tries to call, they are unable to dial your numbers, and you will miss out on their business. While a simulated testing solution will replicate conditions in an attempt to mimic the customer’s experience in the United Kingdom, it fails to accurately detect the root cause of the issue. Based on given insights, it’s likely you will invest time, effort, and money to remediate the potential issue, only to discover your customer still can’t connect.
When it comes to customer experience, you can’t rely on guess work. It’s time to make the switch to a solution you can rely upon, without gambling your global CX performance on a second-rate shortcut.
Get True Reliability with Cyara’s In-Country Number Dialing
An in-country global dialing solution allows you to test your phone numbers and telecom channels within a specific country or region. With Cyara Voice Assure, our global number testing solution, you can eliminate inaccuracies and benefit from true in-country number presence.
At Cyara, we don’t believe in short cuts that leave you in the dark. Voice Assure originates real-time calls from your customers’ locations to precisely measure components including call connection rates, audio quality, voice latency, call line identity, dial tone transmission, and more. When you choose Voice Assure, you can perform more than 50 types of testing on your in-country or interstate numbers, allowing you to stay ahead of any issues that may negatively impact your customers.
By using local points of presence (PoPs) to reflect real-world conditions, Cyara provides accurate, actionable insights that help you overcome CX issues, such as:
- Latency and lag detection: Identify real-world delays caused by network congestion.
- Carrier-specific degradations: Mitigate potential disruptions such as static, dropped calls, and poor audio fidelity at the carrier level.
- Regional and local interruptions: Detect outages affecting specific areas as opposed to generalizing across an entire country or region.
- Data accuracy and veracity: Ensure every alert reflects actual conditions, no guess work necessary.
While simulated environments leave you vulnerable to ambiguous issues and allow issues to slip by unnoticed, Cyara’s solutions provide all the data you need to effectively test and monitor all your numbers, so you can always connect with your customers, wherever in the world they may be located.
Don’t Wait – Assure CX Quality Today
When it comes down to it, you can’t afford to let issues go unresolved, fall victim to compliance risks, or waste your time and resources and needless troubleshooting.
By investing in an in-country dialing solution, you can be confident you’re receiving genuine insights you can trust, without having to hedge your bets based on simulated and incomplete data. It’s time to assure your phone number performance, and Cyara is here to help you overcome potential risks and take decisive action to improve your global number performance.
Contact us today to learn how you can benefit from Voice Assure’s reliable insights or visit cyara.com to discover our end-to-end, AI-Led CX Transformation Platform.
