Customer Story: CVENT
Cvent is the leading meetings, events, and hospitality technology provider. Their comprehensive suite of solutions automates and simplifies the entire event management process to maximize the impact of events.
About Cvent
Cvent’s comprehensive suite of event management software encompasses everything from event registration and ticketing to venue sourcing, event marketing, and on-site event management. With its innovative technology, Cvent empowers event organizers to streamline their processes, increase attendee engagement, and drive better event outcomes.
Cvent is a trusted industry leader, serving a diverse client base that includes corporations, associations, universities, and government organizations. Having offices across the globe allows Cvent to support clients worldwide and deliver localized solutions tailored to specific regions.
With a focus on innovation and customer satisfaction, Cvent continues to enhance its product offering and expand its capabilities.
The Challenge
Cvent manages numerous telco providers and international toll-free hotline numbers for its customer support. This can sometimes pose challenges such as measuring availability and uptime.
Our team was reactive to clients reporting unreachable numbers. Most of the time we were not able to verify the number’s connectivity due to in-country only dialing limitations. We would have our customers dial in again just to verify and to generate call samples, which is used to troubleshoot with vendors.
— Charles Paguio, Enterprise Services Principal Engineer at Cvent
The Solution
In 2018, Cvent implemented Spearline’s (now Cyara) Voice Assure for a selection of their international numbers. Impressed with the results, they expanded its usage to cover all customer contact numbers. The platform enabled Cvent to detect and address issues with support numbers proactively. By conducting automated test calls, Cvent gained valuable insights into the performance of their numbers.
Spearline’s (now Cyara) global coverage is excellent so we can consolidate everything into the one platform. Generating in-country test calls in realtime from landline and mobile sources is invaluable for troubleshooting with our providers. In addition, the PESQ scores provided allow us to evaluate vendors and improve call quality objectively. We have reduced resolution time twofold since working with Spearline (now Cyara). We now share call detail records quickly and generate call samples for troubleshooting with our providers. This is invaluable to Cvent
— Charles Paguio, Enterprise Services Principal Engineer at Cvent
Benefits
- Proactive Issue Detection: Cvent stays ahead of client complaints by promptly identifying and addressing issues with their support numbers. This proactive approach enhances overall customer satisfaction.
- Reduced Resolution Time: Cvent has experienced a significant reduction in resolution time, thanks to Cyara. They can now share call detail records quickly and generate call samples to troubleshoot with their providers, enabling faster issue resolution.
- Enhanced Provider Management: Cyara’s solution provides Cvent with improved visibility into uptime and call quality metrics. This valuable information empowers Cvent to manage its providers more effectively and ensure consistent service quality.
- Easy Installation and Access: Cyara’s Voice Assure is a web-based, software-as-a-service product, eliminating the need for hardware installation or maintenance. This ease of installation and accessibility simplifies the implementation process for Cvent.
Cvent has significantly benefited from its partnership with Cyara, leveraging Voice Assure to streamline its support number management and enhance customer satisfaction. With proactive issue detection, reduced resolution time, improved provider management, and seamless installation, Cvent can focus on delivering exceptional event management services.
To find out more about Cvent, please visit www.cvent.com
