CX Assurance Blog

Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.

When a potential or current customer can’t reach your contact center, there is a lot at stake. You risk the loss of a sale, their dissatisfaction from not solving their problem, and worst of all, lose their trust. That’s the immediate negative effect, but...

Today is the future! Or it certainly seems that way, with all the buzz and advancements in  machine learning, neural networks, natural language programming, and other disciplines within artificial intelligence. We humans are now no longer the only “beings” on...

Bringing Unparalleled Expertise to Customer Experience Assurance

What do you get when you combine a mix of industry-leading, CX assurance and global communication testing companies? A future with more flawless customer experiences.

And it is that future that has...

Automated Testing Lets You Do More With Less

As customer expectations change, companies are rapidly embracing digital customer experience (CX) technology. Momentum has already taken over in the shift toward AI-driven interactions, omnichannel experiences, and...

CX Defects and Failures Present Real Risks To Your Business

In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently.

But that...

An Acquisition that Made Perfect Sense

Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of...

Look "Beyond the Sale" to Realize the True Value of Automated Testing

How’s your testing going?

As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly....

Show Customers You're Really Listening

Nobody wants to be the one who’s blindsided when a relationship doesn’t work out. “I thought it was going so well!” you say. “We talk all the time. You never complain. You say yes to everything, so I thought it was smooth...