Klearcom, a leading provider of global contact centre testing solutions, has announced the launch of its next-generation solution Verify+ which will see it dial into global demand for pre-production Interactive Voice Response (IVR) testing and support future business growth.
An enhanced version of Klearcom’s Verify product, Verify+ enables businesses to test and improve their customer service phone and IVR systems before going live. It does this by allowing companies to simulate real customer calls, test call paths and verify audio quality and sound clarity.
In terms of the testing functionality and efficiency, the solution removes the need to rewrite common tests by facilitating the creation of reusable templates and creates a visual “treeview” model to support sequential testing. It also delivers concurrent IVR testing at no extra cost.
Coupled with its audio scoring and real-time monitoring feature, Verify+ ensures testing flexibility, accuracy and visibility, as well as high reliability and performance of systems. Meanwhile, its outbound testing capabilities can support diverse international contact centre environments.
Covering more than 100 languages and dialects, Verify+ also delivers transcript analysis and audio scoring. Furthermore, it facilitates alternate transcripts for out-of-hours or holiday periods, with automated IVR message and smart scheduling features.
The solution streamlines the pre-production testing process and accelerates deployment of services for organisations, while identifying call issues, enabling faster resolution and reducing downtime. In turn, this saves significant time and costs and improves end-user Customer Experience (CX).
Quick-to-deploy and easy-to-use, the platform enhances Klearcom’s already extensive product portfolio. Available in over 100+ countries, it will enable the provider to further scale up its operations, support its growing global customer base and drive business growth. In particular, Klearcom anticipates demand for Verify+ among the telecom, utilities, retail, healthcare, aviation, banking and finance industries.
Satish Barot, Co-founder and CTO at Klearcom, said: “When people call customer service, they want the fastest possible response and resolution. When businesses are testing and rolling out these systems, they also want that. Verify+ delivers on both fronts by simplifying testing, ensuring optimal performance and supporting the best customer experience.
“As well as simulating real-world behaviours, including non-linear customer call journeys and interrupted interactions, it delivers a truly global testing capability – not only meeting the evolving needs of our customers but enabling them to meet the expectations of theirs. In turn, we are guaranteeing customer confidence, innovating the customer experience and expanding our customer base.”
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