CX Assurance Blog

Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.

Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.

Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX). Regardless of the industry you operate in, your phone numbers represent one of your most important assets. 

We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or...

What Makes IVR Performance Testing interesting?

Interactive Voice Response (IVR) systems are typically the first thing that a customer experiences when phoning a contact center. IVRs provide the customer with an initial greeting. They then direct the call based on...

Customer experience (CX) has always been critical in the financial services industry. According to Forrester, a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of...

Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their...

As transactions increasingly shift from physical, ‘bricks and mortar’ stores to online environments, the contact center agent often becomes the first person a customer interacts with. They serve as an essential bridge connecting customers and brands, and play a...

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio, while 79% of contact center managers think their teams are...