What is IVR Discovery?

IVR Discovery is the process of mapping and validating an Interactive Voice Response system to understand the real customer experience, identify issues, check call routing, validate messages, and confirm whether speech, DTMF and transfer paths are working correctly.

How does Klearcom Discover Your IVR work?

Klearcom Discover Your IVR dials into an IVR number from local in-country locations, maps the IVR journey, validates prompts, checks speech and DTMF intent, identifies call transfer issues, and reports on the customer experience without requiring integration.

Can Klearcom test IVR experiences in different countries?

Yes. Klearcom helps validate IVR experiences locally in more than 100 countries using fixed and mobile testing, allowing businesses to understand what customers experience when calling from different markets.

What IVR issues can Klearcom identify?

Klearcom can help identify incorrect IVR messages, abandoned calls, poor audio quality, degraded agent-level audio, DTMF or speech intent failures, broken transfers, outdated menus and customer journey issues within the IVR.

Why is IVR mapping important?

IVR mapping helps businesses understand the full structure of their customer-facing IVR, including menu options, routing paths, messages, language variations, transfer points and potential failure points. This makes it easier to improve customer experience and plan migrations or updates.

Does Klearcom require integration to map an IVR?

No. Klearcom can begin IVR mapping using the IVR phone number, allowing the Discovery module to dial into the IVR and validate the journey with zero integration required.

How does IVR Discovery improve customer experience?

IVR Discovery improves customer experience by finding issues before they affect callers, including broken routing, incorrect prompts, poor audio quality, speech recognition problems and call transfer failures.

How does Klearcom help reduce manual IVR testing?

Klearcom automates IVR testing and mapping, reducing the need for manual testing and helping teams save time, identify issues faster, and validate customer journeys more consistently.

Discover Your IVR

IVR Discovery

A Spotlight On Identifying Issues And Improvement Opportunities

Discovery is the key to identifying issues and putting your IVR system back on the path to excellence. By meticulously scrutinizing your IVR, Klearcom’s Discovery solution uncovers issues that may have otherwise gone unnoticed. These issues can have a profound impact on the caller experience and the efficiency of your IVR systems.

Incorrect IVR Messages presented

Incorrect messages in an IVR system can mislead callers, causing frustration and potentially leading to a loss of trust in the service provided. For those with a regulatory or compliance requirement it’s essential to understand if these needs are met not just in English but also in 100+ languages.

Abandoned Calls within the IVR

A high rate of calls abandoned within the IVR indicates a user-unfriendly system, possibly due DTMF/Speech intent or capacity issues.

Degraded Audio Quality within the IVR nodes

Poor audio quality in IVR nodes can hamper communication, making it difficult for callers to understand options and respond appropriately.

Degraded Audio Quality on the Agent level

When audio quality is poor on the agent level, it affects the overall call experience, making it challenging for both parties to communicate effectively.

DTMF / Speech Intent not working

Malfunctioning DTMF (Dual-tone Multi-frequency) or speech recognition features in an IVR system can lead to caller frustration and failure to navigate the menu successfully.

Calls Are Not Transferring

Issues with call transfers can interrupt the flow of customer service, leading to dropped calls or misrouted inquiries, negatively impacting customer satisfaction.

IVR Mapping

With Discovery from Klearcom, you can map the IVR in its entirety and discover every single IVR option, reporting on the IVR message in 40+ languages and translated back to English, intent whether speech or DTMF and call transfer are working correctly.

Then export the IVR in multiple formats for the business to approve if everything is correct. All we need is the IVR number and the Klearcom Discovery module can dial into the IVR to commence the IVR mapping with zero integration required.

40+ languages

Speech & DTMF

Zero integration

Unlock The Full Potential Of Your IVR System

At the heart of every exceptional customer experience lies a flawlessly functioning Interactive Voice Response (IVR) system. However, even the most well-designed IVRs can develop issues over time, from broken call transfers to disorganized information, too many menu options, incorrect messages, subpar audio quality, and outdated menus.

Global IVR validation

Local Validation in 100+ Countries

To truly understand your customer experience, you need to replicate the experience from the outside in. With Klearcom Discovery, you can leverage both fixed and mobile testing to replicate your customer’s experience and triage issues in real time, ensuring you are first to know before these issues impact your customers.

Fixed & mobile testing

100+ countries

Real-time triage

Ensuring Call Quality

The call quality of your IVR system is vital, especially for businesses with a global presence. Discovery ensures that no matter where your customers are located, they receive the right IVR options and localization messages. This helps maintain consistent call quality and a seamless experience.

Automated IVR mapping

Saving You Time & Resources

With Klearcom Discovery’s automated IVR mapping, you can save valuable time and resources by automating the process of testing and mapping IVR interactions.

This eliminates the need for manual IVR testing, which can be time-consuming and resource-intensive. Your IVR management becomes more efficient, allowing your team to focus on other critical aspects of the customer experience.

Automated testing

Faster IVR mapping

Reduced manual effort

Unlock the full potential of your IVR system with Discovery, and ensure that your customers enjoy a seamless and consistent experience, no matter where they call from. It’s the key to resolving issues, maintaining call quality, and optimizing your IVR systems while saving valuable time and resources.

Proactive IVR resolution

Faster Issue Resolution At Your Fingertips

When you switch from a reactive to proactive approach, you can catch problems before they escalate. Klearcom Discovery uses automated IVR mapping to help detect and repair problematic IVR issues swiftly, preventing them from impacting your valued callers. Don’t wait for customers to tell you there’s a problem. A swift response minimizes downtime and ensures a smoother customer experience.

IVR migration insight

Mastering IVR Efficiency: Your Path To Seamless Transitions

Understanding the intricacies of your customer-facing IVR systems is essential. Discovery provides valuable insights into the size and complexity of your IVR infrastructure, enabling you to plan future updates or migrations with precision. This insight is particularly valuable when transitioning to new IVR providers or adopting cloud-based IVR solutions, helping streamline the migration process.

Discover Your IVR’s True In-Country Experience