Cyara CRV: Validating Call Recording Solutions One Interaction at a Time

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Cyara CRV: Validating Call Recording Solutions One Interaction at a Time

July 07, 2017

So your firm just set up its first contact center, selected the best of the best of cloud communications solutions to support your customer experience, but wait. Have you tested your call recording solution? Is it monitored? In a world where compliance is critical, and call recordings can offer so much in the way of quality assurance, training and more, shouldn’t you ensure your call recording solution is firing on all cylinders?

Cyara thinks so, as the firm recently unveiled its Call Recording Validation (CRV) solution, which will now come as a component of the Cyara platform. The CRV promises to provide that call recordings are accessible when needed, quality is meeting client expectations and that the call recording solution is working on every call the company receives.

The testing methodology is intriguing, as CRV places synthetic calls and compares them to actual caller experience via recording. The solution itself was tested and certified to the Open – NICE Development Partners Program, and takes proactive testing to a new level.

The solution assures call quality by implementing speech recognition and voice quality assessment to tabulate Mean Opinion Scores (MOS) and rapidly diagnose any issues. Once live, the solution provides real time quality assurance, offering added insight into all contact center customer interactions.

“Call recording and validation are essential components to our customers’ success, as they provide regulatory compliance, insight on agent training, and ensure superior customer experiences,” said James Isaacs, Cyara’s president. “When an organization invests in call recording for its customers, the solution is only as good as its ability to capture and render the audio clearly and accurately. Cyara’s CRV platform allows organizations to realize the true value of that investment.”

“We’re proud to welcome Cyara as the first NICE open partner to certify a developed solution though NICE labs,” said Miki Migdal, president of the NICE Enterprise Product Group. “We continually explore new and innovative ways to address our customers’ ever-increasing need to comply with voice recording regulations. Cyara’s CRV technology has proven itself to satisfy those needs by providing exceptional real-time quality assurance and a sustained level of protection for call centers.”

The contact center is the first stop for customer service. Call recording enables a sense of security for a firm, as it offers the opportunity to constantly improve agent performance, and in turn the customer experience. Make sure your call recording solution is working.

Edited by Alicia Young

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