Chatbots, conversational AI, and Web Real-Time Communication (WebRTC) are trends that have been on the rise lately. Chatbots and conversational AI in particular have been all over the news because of the likes of large language model-based technology such as ChatGPT, Google Bard and Bing Search.
WebRTC, for those unfamiliar with it, is a technology that lets people communicate with others in real-time using a web browser or mobile app without needing any extra software or plugins. WebRTC is being used for various things, such as video chats, online classes, telemedicine and even online gaming. This is because it's a convenient and cost-effective way to communicate with people, especially now that so many people work and study from home.
Cyara, creator of the CX Assurance category, knows organizations are moving their communications platforms to the cloud to better support a remote workforce. Because of this, Cyara expanded its global in-country dialing and WebRTC testing and monitoring capabilities with the acquisition of Spearline, a global communication testing company.
The acquisition combines their respective strengths in contact center and chatbot assurance, as well as global dialing and WebRTC capabilities. The result is a solution that is tailored to meet the needs of enterprises that are implementing cloud and AI-based solutions to support their remote workforce while transforming their CX.
Spearline offers a global in-country dialing solution and WebRTC testing solutions for monitoring voice and video delivered through CCaaS and UCaaS platforms like NICE CXOne, Amazon Connect, Genesys Cloud RingCentral and Zoom.
Its flagship solution, Voice Assure, places in-country calls to toll and toll-free numbers to measure audio quality and connectivity, helping global companies assure that their customers can reach them across the globe. The solution offers in-country testing in more than 80 countries, interstate testing for the U.S. and Canada, and dialing from mobile and landlines, with coverage of over 250 carriers.
“This strategic move enables us to help more customers transform their CX, making every interaction flawless,” said Kevin Buckley, co-founder and CEO of Spearline.
The acquisition of Spearline allows Cyara to offer expertise and capabilities that assure customer communication technology. They now have an extensive range of CX Assurance solutions, guaranteeing communication across CCaaS, UCaaS and CPaaS platforms, such as voice, digital, SMS, AI chatbots, video and WebRTC.
“Cyara offers the only CX assurance platform that can address the complexity of these modern communications systems today, and in the future,” said Alok Kulkarni, CEO of Cyara.
With more than 450 customers and 450 employees globally, Cyara is showing a commitment to customer satisfaction to ensure every communication is seamless and error-free, solidifying Cyara’s position among CX testing and assurance.
Edited by Alex Passett