Klearcom has developed a non-intrusive SaaS platform that ensures multinational contact centers are the first to know about issues with their domestic speech-based IVRs, pinpointing root causes in real-time. Klearcom helps avoid customer outages in over 96+ countries.
Our AI platform rapidly detects and addresses problems, analyzing the full customer call path, benchmarking performance, and alerting on every issue. Using machine learning, automatic speech recognition, and audio fingerprinting, we provide a holistic view of the call from customer to agent with a single test, which is highly attractive to our enterprise customers.
We enable our customers to benchmark local performance in over 96+ countries, revealing blind spots in domestic IVR performance and enhancing the global customer experience one conversation at a time.
Key platform advantages include measuring audio quality at each call stage, IVR/speech bot testing in 96+ countries, and speech intent testing in 40+ languages. For example, when a user says a drug name on a Pfizer IVR in Japanese, our platform ensures the speechbot understands the intent and transfers the call correctly.
The biggest advantage is that our platform requires zero integration with customer systems—just provide the number, and Klearcom handles the rest.
Klearcom's solution is innovative because it introduces new capabilities to contact centers, specifically enhancing Interactive Voice Response (IVR) systems and ensuring toll-free number reliability, thereby significantly improving global customer experience.
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Product Description
Elevate your customer experience with Klearcom Discovery, the ultimate solution for IVR and phone system testing. Designed for businesses of all sizes, Klearcom Discovery provides comprehensive end-to-end call path testing, ensuring seamless performance across 96+ countries.
Our platform identifies and resolves issues in real time, offering detailed analytics to optimize your IVR systems. Enhance efficiency, reduce downtime, and deliver superior customer satisfaction with Klearcom Discovery.
IVR Mapping: Map the IVR in its entirety and discover every single IVR option, reporting on the IVR messaging in 40+ 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 experience is like from within 95+ 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.
Automation 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.
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 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.
Overview by
Ian Dunne
