Cyara Unveils LiveVQ
October 14, 2021
Share this

Cyara announced the release of LiveVQ, a solution for contact centers with at-home and remote agents that assures quality CX through real-time monitoring and diagnostics of voice quality.

With the actionable data that LiveVQ provides, contact centers can improve agent productivity, customer satisfaction, and sales, and lower technical cost, effort, and mean-time-to-repair. The initial release supports Amazon Connect environments.

The accelerated shift to at-home agents during COVID-19 ripped a hole in contact centers’ ability to manage technical issues, including those that negatively impact voice quality during interactions with callers. This loss of visibility and control over the quality of customer experiences diminished customer satisfaction, contributed to lost sales, and impaired agent productivity. Moreover, this lack of visibility created challenges in resolving voice quality issues with a remote workforce and added to the technical workload. To solve this widespread problem, LiveVQ offers real-time monitoring, alerting, and diagnostics of factors that can impact voice quality during live customer calls.

When contact center agents can’t take calls or have poor quality connections, it directly impacts the business metrics that matter, like customer experience, average handle time, agent utilization, customer satisfaction, and net promoter scores (NPS). This can increase churn rate and, for contact centers focused on sales, negatively affect top-line revenue.

LiveVQ alerts will help contact center business operations and IT to diagnose voice quality issues faster, indicating when problems arise, pointing to root cause, and reducing mean-time-to-repair (MTTR). This will ensure businesses don’t lose customers or top-line sales due to poor-quality phone calls.

“The launch of LiveVQ is a key milestone in Cyara’s shift from focusing primarily on voice quality issue identification to also providing customers with real-time, actionable data that drives faster resolution,” said Alok Kulkarni, CEO of Cyara. “The market was in need of a solution that offers this level of continuous voice quality monitoring to support the challenges that today’s contact centers are facing with remote agents.”

LiveVQ is a lightweight, secure, and privacy-compliant Software-as-a-Service (SaaS) solution that runs in the background of Amazon Connect workstations, passively monitoring calls and providing real-time data on things like Internet and network stability, reliability and hardware configuration. Any time quality degrades, agents can use LiveVQ’s desktop application to alert support teams to the issue. LiveVQ will also automatically send alerts if custom, pre-set quality thresholds have been breached. Every alert — whether initiated by an agent, or automatically generated — contains all the data necessary to facilitate faster troubleshooting and resolution. This data is visually displayed in customizable dashboards that give contact centers and IT teams historical, real-time, and trending views of voice quality metrics at the individual, team and aggregate levels.

LiveVQ will be available in mid-November.

Share this

The Latest

December 01, 2022

You could argue that, until the pandemic, and the resulting shift to hybrid working, delivering flawless customer experiences and improving employee productivity were mutually exclusive activities. Evidence from Catchpoint's recently published Site Reliability Engineering (SRE) industry report suggests this is changing ...

November 30, 2022

There are many issues that can contribute to developer dissatisfaction on the job — inadequate pay and work-life imbalance, for example. But increasingly there's also a troubling and growing sense of lacking ownership and feeling out of control ... One key way to increase job satisfaction is to ameliorate this sense of ownership and control whenever possible, and approaches to observability offer several ways to do this ...

November 29, 2022

The need for real-time, reliable data is increasing, and that data is a necessity to remain competitive in today's business landscape. At the same time, observability has become even more critical with the complexity of a hybrid multi-cloud environment. To add to the challenges and complexity, the term "observability" has not been clearly defined ...

November 28, 2022

Many have assumed that the mainframe is a dying entity, but instead, a mainframe renaissance is underway. Despite this notion, we are ushering in a future of more strategic investments, increased capacity, and leading innovations ...

November 22, 2022

Most (85%) consumers shop online or via a mobile app, with 59% using these digital channels as their primary holiday shopping channel, according to the Black Friday Consumer Report from Perforce Software. As brands head into a highly profitable time of year, starting with Black Friday and Cyber Monday, it's imperative development teams prepare for peak traffic, optimal channel performance, and seamless user experiences to retain and attract shoppers ...

November 21, 2022

From staffing issues to ineffective cloud strategies, NetOps teams are looking at how to streamline processes, consolidate tools, and improve network monitoring. What are some best practices that can help achieve this? Let's dive into five ...

November 18, 2022

On November 1, Taylor Swift announced the Eras Tour ... the whole world is now standing in the same virtual queue, and even the most durable cloud architecture can't handle this level of deluge ...

November 17, 2022

OpenTelemetry, a collaborative open source observability project, has introduced a new network protocol that addresses the infrastructure management headache, coupled with collector configuration options to filter and reduce data volume ...

November 16, 2022

A unified view of digital infrastructure is essential for IT teams that must improve the digital user experience while boosting overall organizational productivity, according to a survey of IT managers in the United Arab Emirates (UAE), from Riverbed and market research firm IDC ...

November 15, 2022

Building the visibility infrastructure to make cloud networks observable is a complex technical challenge. But with careful planning and a few strategic decisions, it's possible to appropriately design, set up and manage visibility solutions for the cloud ...