CYara Toll Free Fast Check - IMage credit Pixabay\Peggy und Marco Lachmann-AnkeCyara has announced Toll-Free Fast Check to enhance its automated Customer Experience (CX) Assurance Platform. Organisations often use toll-free numbers (TFNs) to enable customers to reach the right sales and customer service without paying for calls.

However, companies sometimes change these numbers frequently. There is nothing more frustrating than calling a number to find it is dead, rings out or reaches an auto attendant that then proceeds to frustrate the caller.

A poor experience could lead to lost revenue, customer dissatisfaction and can negatively impact the brand. Many organisations retain the numbers after their campaigns are completed, and the numbers no longer work. There is also the risk of compliance fines if numbers that should be connected no longer work.

What does Toll-Free Fast Check do?

The challenge is checking these numbers manually is time-consuming and costly. Toll-Free Fast Check aims to solve the challenge. It will reduce the testing process from what takes weeks and months in many organisations to less than 48 hours. Toll-Free Fast Check simply ingests a list of TFNs. It then tests and transcribes the first prompts of each TFN on the list quickly and accurately into a report. There is no limit to the volume of numbers submitted; the system will deal with hundreds or thousands.

The report contains the number, the time tested, a status saying whether the call succeeded or failed and a reason for the failure. For example, the failure might be busy, no answer, a connection error or something else. If the test call is successful Toll-Free Fast Check will transcribe the first message played and include it in the report. That will allow customers to determine whether the number is reaching the correct destination.

Alok Kulkarni, CEO of Cyara
Alok Kulkarni, CEO of Cyara

Alok Kulkarni, CEO of Cyara, commented: “Our mission at Cyara is to respond to modern industry needs with innovations that solve actual business challenges, and Cyara’s new Toll-Free Fast Check solution is a prime example. We strive to help organizations modernize and adapt CX testing processes, regardless of where they are in their digital transformation journey.”

Many organisations use TFNs, for marketing, support for seasonal and emergency services from utilities or government agencies, and to prepare financial and healthcare institutions for peak periods.

The solution is a concierge white-glove service. The customer just provides the list of numbers to the platform, and Cyara does the rest. The key question that remains unanswered is the price. Neither the website nor the press release divulges this.

Enterprise Times: What does this mean?

While this solution will solve some of the challenges organisations face using TFNs, it does not solve the whole challenge. For some organisations, leveraging this solution is a no brainer, once the costs and known and the ROI is calculated.

However, the wider issue is the complex auto-attendant features that organisations set up. Can Cyara find a way of evolving the solution and testing the IVR’s down multiple levels? It already does this for its platform. Could they provide a flow chart of each call, with the voice prompts transcribed and the potential routes callers can take?

This is more complex, but they have the beginnings of such as solution. For many organisations, unlike the Toll-Free Fast Check, it would be used frequently. It would have uses for quality testing and onboarding to Cyara.

The technology to do this is certainly available. The question is whether the investment is worth it. There are solutions, such as Hammer, Omni Intelligence and Cyara, that already do this. However, they often require test scripts. Could Cyara take automation of IVR testing to the next iteration of automation, bringing the white-glove service to IVR Testing and taking TFN testing to the next level?

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