CX Assurance Blog

Posts about voice quality

    Cyara Announces Launch of New Automated CX Assurance Solution, LiveVQ!

    “Hey Honey… Do you think you could wait until the end of my workday to finish that episode of The Real Housewives of Toledo? I’ve got sales to close, and for the life of me I can’t hear my customers ‘cause you’re using up the bandwidth!”

    Why Contact Centers Should Test Bi-Directionally for Voice Quality

    According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company…...

    Did You Say Millions or Billions? The Impact Poor Voice Quality Can Have On Your Contact Center Bottom Line

    Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result. Can you...

    Voice Quality Validation for At-Home Agents

    In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right...

    A New Answer to: How Much Does a SEV1 Cost Your Organization?

    A little while back, Cyara’s Senior Strategic Accounts Director, Kelly Zunker, wrote a post on our blog about how much a SEV1 costs an organization. The piece covered the general definition(s) of a SEV1, or Severity 1 error, presented SEV1 examples, and...

    A Reassuring Note About Conducting Business in Turbulent Times

    In the last few weeks, we have witnessed dramatic stock market swings, governmental actions and WHO announcements all related to the expansion of COVID-19 to pandemic status. Needless to say, the turbulence is unsettling to us all. While the reality is that...

    2019 Roundup: Top Customer-Driven Innovations from Cyara

    2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered...

    Disruption -- the Good, the Bad and the Transformative

    Change and disruption are often feared…and for good reason. In fact, 88% of the companies that were on the Fortune 500 in 1955 no longer exist. That is a staggering statistic. Every industry, from healthcare to banking to retail to travel, has been transformed...

    Lessons from a Continuous Testing Rockstar

    Among all the incredible content at Cyara Xchange, perhaps my favorite was Diego Lo Giudice’s keynote on continuous testing. Diego is Vice President and Principal Analyst from Forrester, and an expert in test automation as well as Agile and DevOps. And, fun...