As your contact center footprint expands, delivering consistent call connection and quality becomes more complex – and more critical. Customers still report a preference for voice communications, perceiving it as their best bet for clear interaction and resolution. Their tolerance for audio issues, delays, and dropped calls is plummeting, but detecting those problems can be a challenge for CX teams. With satisfaction scores, brand reputation, and regulatory and legal fines on the line, voice quality assurance is mission critical.
This webinar will explore a more accurate, scalable approach to global voice quality and connection. You’ll learn why simulated testing falls short, and why true in-country dialing, through physical fixed or mobile devices in the same geographies your customers call from, is essential for detecting real-world performance issues.
We’ll also share how AI is being used to detect patterns, uncover root causes, and surface actionable insights at scale. These capabilities are key as CX operations face new regulatory requirements around transparency, reliability, and AI usage.
In this session, you’ll learn:
- What’s really required to ace the new voice quality scorecard across international markets
- Why physical, in-country testing is the only reliable way to understand the customer’s experience
- The learnings of one CX team that upgraded its call connection and quality strategy for worldwide impact
- The steps to build a proactive, scalable model for CX assurance in the age of AI
