More than ever before, today’s modern contact centers are based in the cloud and accommodate remote workforces, whether agents are working from home or offshore. Managing technology and assuring voice quality so that agents can deliver flawless customer experience is fundamentally more challenging without the power to control factors that impact voice quality and on-hand technical support available to resolve issues as they surface.
When agents can’t take calls because of bad connections and IT teams are overwhelmed with escalations that lack data necessary for effective root-cause analysis and resolution, it directly impacts the business metrics that matter. Studies show that poor voice quality increases average handle time by 27%, and when calls take longer, productivity, sales, and customer satisfaction plummets. Businesses need technology to help address the challenges of managing remote agents and help them deliver flawless CX from anywhere – and everywhere.
Introducing Cyara LiveVQ!
LiveVQ empowers brands to deliver flawless CX by enabling real-time voice quality and agent connectivity monitoring that facilitates faster troubleshooting and reduces mean-time-to-repair for issues that negatively impact the quality of your customer experience.
LiveVQ provides contact center technical teams with agent environment visibility, and reduces time and effort IT must dedicate to troubleshooting and root-cause analysis. This translates directly to more support tickets cleared faster, and less time and effort spent on diagnostics. With LiveVQ collecting, aggregating, and organizing live call telemetry data that drives faster issue resolution, at-home agents can have better quality calls. This reduces churn, boosts customer satisfaction, and supports sales.
Cyara LiveVQ Product Tours
Click through the product tours below to see exactly how LiveVQ helps your contact center IT teams and at-home agents work together to deliver flawless CX.
Click Below to See How LiveVQ Helps Contact Center IT Teams
Click Below to See How LiveVQ Helps At-Home Agents
Wouldn’t It Be Great If You Could…
…With LiveVQ, You Can!
With real-time, continuous monitoring and diagnostics of voice quality metrics, LiveVQ helps you deliver flawless CX by providing IT with automatic alerts that display actionable, live call and connectivity data, driving faster root-cause analysis and resolution, and helping IT get agents back to taking calls, serving customers, and making sales.
In Large Contact Centers,
as Many as 30% of Calls
Have Voice Quality Issues
Cyara Automated CX Assurance Platform
Cyara LiveVQ is part of the award-winning Cyara Automated CX Assurance Platform which enables companies to deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels.
Article: Challenges Contact Center Technical Teams Face Ensuring At-Home Agents Can Still Deliver Flawless CX
With at-home call center agents spread all over the country - or world - providing support is significantly more complex. Learn 3 tips for contact center IT teams to meet the challenges of supporting at-home agents.
Assure flawless CX with real-time at-home agent monitoring & diagnostics with Cyara LiveVQ, part of the Cyara Automated CX Assurance Platform.
Cyara LiveVQ is a cutting-edge solution that improves remote agent productivity through real-time voice quality monitoring. Join us for a look at how Cyara LiveVQ can help you monitor, diagnose and quickly resolve voice quality and connectivity issues that impact agent productivity!
In this short video, Solutions Architect Eric von Paternos walks through Cyara LiveVQ, demonstrating how it helps diagnose voice quality issues with both macro (large-scale network) and micro (agent-level) use cases.