Cyara

Cyara Customer Experience Assurance Platform

Cyara Platform-Global In-Country Dialing

Cyara Pulse Add-On:
Enhanced Global Dialing Add-On for Cyara Pulse

Local Reach at Global Scale

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To engage with your customers who live all over the world, your contact centers need to be able to deliver flawless customer experiences globally. But how do you accurately assure the quality of audio, connection stability, and IVR routing and messaging in different countries, with different networks and service providers?

Unfortunately, it’s not as simple as setting up Pulse monitoring campaigns. In-production testing can’t be done adequately by dialing over international circuits. To assess the true quality of a toll-free number or IVR, calls need to be made locally. This requires teams in every country you support, and if you don’t have the resources to meet that requirement, you can’t monitor toll-free numbers, voice quality, and IVRs for international calls. Lack of system performance visibility in other countries puts you at risk for delivering a poor customer experience.

Enhanced Global Dialing for Cyara Pulse offers a simple solution to this complex problem

With Pulse and Enhanced Global Dialing, Cyara enables you to generate local calls across the globe. With this power, you can:

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Increase productivity by automating international call testing

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Assure call quality and end-to-end customer journeys with increased toll-free number testing coverage

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Mitigate the risk of poor CX by automating pre- & post-production testing

Enhanced Global Dialing is available as an additional layer of automated monitoring on top of Cyara’s Pulse and Pulse Premium solutions that gives you global assurance that you’re delivering flawless customer experiences to customers around the world, all for a single, all-inclusive price.

With your annual subscription to Enhanced Global Dialing, you receive:

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Proactive in-country call testing

Includes dialing from 80+ countries and 250 points of presence, as well as multiple carriers.

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Automated, real-time alerting

Improves productivity and gives your teams immediate visibility into issues that occur.

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Automatically generated reports & analytics

Keeps stakeholders informed and take informed actions based on valuable reporting.

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24/7 global support

Ensures you have the support and assistance you need at any time.

Explore Cyara’s Global Coverage & Monitoring

Wherever your customers are, you need to communicate with them clearly and effectively.

From their network to yours, everything needs to support a comfortable conversation. Your numbers may perform differently when generated from different networks/providers.

For example your customers calling from Carrier A may reach out to you successfully, but customers calling from Carrier B can’t dial your numbers – and you are missing out. Unless you conduct the call yourself, recreating the customer flow – dialing the number from the same network and location as your customer does – you have no way of knowing if your numbers are working and how they are performing.

With Enhanced Global Dialing, Cyara ensures your services are working as intended. Covering over 80 countries, we ensure your customers can reach you, and you can reach them. Using cellular and fixed-line services, we cover multiple cities in major markets such as the US and Canada.

Our network cover continues to expand based on feedback from our customers. Our certification process ensures that new carrier connections meet our high-quality standards. Our monitoring makes sure these standards are sustained. You can rest easy knowing our 24/7 support team is helping your business grow.

If you are not proactive, you are reactive, depending on customer feedback to alert you to network problems, which means it’s already too late.

Proactive testing requires replicating the customer call flow to identify and fix issues before they have a customer impact. It’s challenging to generate calls from many global locations and different network conditions, unless you have Enhanced Global Dialing with Cyara.

  • When your phones aren’t busy, is it because people cannot get through?
  • Is there no demand, or an issues causing lower traffic on a number?
  • Did a sale go to your competitor if your number failed to connect?

Cyara’s number monitoring gives you complete visibility of your phone numbers across the globe. Replicating your user behavior, you get specific performance metrics which you can use to improve the line quality or fix any issues that arise before your customers notice.

Global communication networks are complex. Different carriers use different equipment and software, and also operate in different regulatory environments.

Carriers have arrangements to use other networks during peak demand times, so a call from A to B could involve many more networks than the caller and receiver. Networks maintain event logs that are valuable in working through issues, but networks have huge traffic volumes.

Identifying a single call issue requires specific feedback that a typical caller may not appreciate. Without good information, carriers often cannot investigate. With Enhanced Global Dialing call detail records, investigation is simple and effective. Critically, you can recreate the problem scenario to support data gathering and confirm a fix.

Cyara’s Global Infrastructure

Cyara has built its global communication infrastructure across two main pillars:

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Local & global

Cyara ensures that calls and messages originate and terminate within the countries its numbers are allocated, so you can be sure the traffic generated is as close as possible to the behavior of your real users.

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Artificial intelligence

Telephony networks are finicky. At times, your tests can fail due to a multitude of reasons – some of them unrelated to your service. An innovative machine learning system looks at every failed test in our platform, tagging and categorizing it in real time, making sure false positives aren’t flagged without need.

What should you look for in your testing & monitoring communication infrastructure?

  • Local numbers presence in the countries your users are located in
  • Mobile and landline coverage
  • Audio quality monitoring that analyzes actual media
  • Low false positives on test results
  • Real-time alerts of real failures
  • Useful and actionable CDRs and test data, to easily share with your carrier
  • Flexible workflow to handle failed call test scenarios
  • Amazing support, for when things go wrong
  • Simplicity
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Enhanced Global Dialing Resources

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See how the Cyara Automated Customer Experience Assurance Platform can help you achieve your CX Assurance goals, and delight your customers.

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