Cyara Platform-Voice Quality Testing — Cyara

Test at Every Stage of the Development Lifecycle

With Cyara, you can test voice quality at every stage of the development lifecycle, including functional and regression testing during development, load testing before deployment, and monitoring in production. Load testing is particularly important to ensure that quality does not diminish during high call volumes. Equally important is to monitor for voice quality on an ongoing basis.

Test at Various Points Along the Path From Customer to Agent

With Cyara, you can test voice quality from the customer’s perspective (uni-directional), or from both the customer’s perspective and the agent’s perspective (bi-directional).

• From the Customer’s Perspective Through to the IVR
  Testing from the customer’s perspective (uni-directional), is crucial. The simplest scenario is to determine if there are quality issues between the customer’s equipment and the IVR. Not only can you test from the customer-to-IVR of the chain, but you can also test to make sure the “switch” is tested to uncover any voice quality issues happening upstream from the switch.
• End-to-End, Bi-Directionally, From the Customer and Agent Perspective
  You can test the whole chain from the customer to the agent, in both directions (bi-directional). This enables you to find incidences at any point in the chain where the customer or agent has difficulty in hearing one another. In particular, the “agent station” must be tested to find any issues between the switch and the agent phone, which is the last part of the customer-to-agent chain.

Cyara offers a comprehensive Automated CX Assurance Platform that executes your complete customer journeys end-to-end, across voice and digital channels, and from self-service through to agent-assisted service. Voice quality testing and monitoring are provided through the Velocity, Cruncher, and Pulse products.