Discovery
Revolutionize Your IVR Testing & Customer Experience
Klearcom Discovery: Elevate your CX with IVR automation testing, ensuring seamless customer interactions in over 100+ countries.
Discovery
Revolutionize Your IVR Testing & Customer Experience
Klearcom Discovery: Elevate your CX with IVR automation testing, ensuring seamless customer interactions in over 100+ countries.
Delivering Results That Matter
The Benefits You Get With Discovery
IVR Mapping
Map the IVR in its entirety with our IVR testing tools and discover every single IVR option, reporting on the IVR messaging in 100+ languages and translating it back to English. Uncover IVR intent whether speech or DTMF options and call transfer are working correctly.
Local Discovery
Discover what the IVR testing experience is like from within 100+ countries. Using our local call servers we can dial the TFN/DID and map out the IVR experience exactly as your customers do in that country.
Automated IVR With Zero Integration
With Klearcom Discovery module, you just need to provide the IVR number. No integration with systems is required, nor outdated IVR visio's needed. IVR Discovery automatically discovers IVR options, transcribes messages, and translates them into English.
Driving impactful results
How Discovery Helps You
Call Flow & Call Transfer Verification
Verify that the call flows within the IVR system are correctly designed and that callers are guided through the expected menus and prompts with calls being transferred correctly including transfer outs to 3rd parties.
Poor Audio Quality
Audio quality is measured using the ITU standard MOS. We measure MOS audio quality at every stage of the call from carrier leg, to each IVR option and down to end agent using a single test. We measure audio quality based on the actual audio received as your customers do and dont require dummy call paths with PESQ/POLQA files which do not represent the actual customer experience.
Speech IVR/Voicebot Validation
Klearcom IVR automation testing tests the effectiveness of IVR intent engines to ensure accurate interpretation of local languages in each country. E.g. If you want to test that your Speech IVR is working with French in France, Japanese in Japan or Germany in Germany we have you covered. You can create voice prompts with different personas for each language also testing faster cadence or high/low pitching.
No Installation Required
Our solutions are non-intrusive, requiring no setup or hardware implementation. We offer localized testing in each country for a true, authentic customer experience replication. Discovery tests the full customer call path, from customer number to the end agent, regardless of contact center configuration or software.
We are provider agnostic and offer MOS Audio Quality Benchmarking, agent quality testing, automated speech and DTMF navigation, multilingual transcription, outbound quality, and 24/7/365 managed support.
Strategic Advantages To Business Transformation
Klearcom Discovery is key to aligning your IVR system with business goals, significantly enhancing its effectiveness.
Improved Customer Service
With Discovery you can automate repetitive tasks, provide instant access to information, and enhance customer satisfaction and loyalty through better experience.
Cost Savings
Discovery helps you identify cost-saving opportunities by automating tasks that would otherwise require human intervention. This can lead to reduced staffing needs and operational expenses.
Revenue Generation
IVR systems can be leveraged not only for customer support but also to generate revenue, such as for sales and upselling. Discovery helps you to identify such opportunities and design IVR flows accordingly.
Scalability
Understanding scalability requirements during IVR discovery ensures that the IVR system can handle growth in call volumes without compromising service quality, allowing the business to scale efficiently.
Enhanced Brand Reputation
A well-designed IVR system that provides a positive customer experience reflects positively on the brand. It can help improve the organization’s reputation and make it more appealing to customers.
Local CX On A Global Scale
Authentically replicate your customer’s experience in 100+ countries with Discovery.
Reduced Wait Times
IVR discovery helps streamline call routing and minimize wait times by efficiently guiding callers to the right department or resource. This enhances the customer experience by reducing hold times and improving access to assistance.
Improved User Experience
Through user research and feedback collection, IVR discovery helps design an IVR system that caters to the preferences and needs of the end-users. Through Klearcom Global PoP’s this can be replicated in over 95+ countries.
Reduced Frustration
A well-designed IVR system that reflects user needs and preferences can reduce customer frustration. When customers feel that their interactions are efficient and effective, it contributes to a more positive overall experience.
Clear & Concise Communication
Effective voice prompts and well-structured menus developed during IVR discovery ensure that information is delivered clearly and concisely. This reduces caller confusion and improves the overall communication experience.
Empowered Callers
When IVR discovery results in a user-friendly system with clear options and self-service capabilities, it empowers callers to take control of their interactions. This sense of empowerment can lead to more positive customer experiences.
Enhanced Team Collaboration
Collaboration in IVR involves people defining needs, aligning goals, and designing the system.
Cross-Functional Comms
IVR discovery encourages cross-functional communication between different departments and teams within an organization. It brings together business owners, IT professionals, customer service representatives, voice designers, and other relevant stakeholders. This cross-functional collaboration ensures that the IVR project considers the perspectives and needs of various departments.
User-Centered Design
Collaboration during IVR discovery ensures that the IVR system is designed with the end-users in mind. Input from customer service representatives, who have direct interactions with callers, can be invaluable in creating an IVR that meets user needs and expectations.
Identification of Pain Points
Through collaboration, team members can identify pain points and challenges in the current customer interaction processes. This information can be used to design an IVR that addresses these pain points and improves the overall customer experience.
Iterative Improvement
Collaboration fosters an environment where feedback is welcomed and incorporated into the design process. This iterative approach allows for continuous improvement and refinement of the IVR system based on evolving requirements and user feedback.
Risk Mitigation
Through collaborative discussions, potential risks and challenges can be identified and addressed early in the project. Teams can develop mitigation strategies and contingency plans together, reducing the likelihood of project setbacks.
How Klearcom Discovery Transforms Customer Interactions
At the heart of every exceptional customer experience lies a flawlessly functioning IVR system. However, even the most well-designed IVRs can develop issues over time, from broken call transfers to disorganised information, too many menu options, incorrect messaging and languages, poor audio quality and outdated IVR menu’s. With Klearcom discover your full IVR experience in country in minutes.
