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.
Here are the key innovative aspects of Klearcom’s solution:
Automated Testing for IVR and Toll-Free Numbers: Klearcom provides an automated testing platform that continuously monitors IVR systems and toll-free numbers to ensure they are always operational. This proactive approach helps identify and resolve issues before they impact customers, enhancing the reliability and efficiency of contact centers.
Comprehensive Monitoring and Analytics: The platform offers comprehensive monitoring and analytics, giving contact center managers real-time visibility into the performance of their IVR and toll-free systems. This data-driven approach enables quick identification of bottlenecks and issues, facilitating faster resolution and better decision-making.
Global Testing Capability: Klearcom’s solution can test toll-free numbers and IVR systems from various global locations, ensuring that they are accessible and functioning correctly for customers worldwide. This global reach is crucial for multinational companies that need to provide consistent and reliable service across different regions.
Integration with Existing Systems: The platform easily integrates with existing contact center infrastructure, making it a seamless addition to current operations. This compatibility reduces the need for extensive changes or disruptions during implementation, allowing for quick and efficient adoption.
AI-Driven Insights: Klearcom leverages artificial intelligence to analyze call data and provide actionable insights. These AI-driven insights help contact centers optimize their IVR menus, improve call routing, and enhance overall customer experience.
Proactive Issue Resolution: The solution’s proactive approach to issue resolution means that potential problems are detected and addressed before they affect customers. This reduces downtime and ensures a smooth and uninterrupted customer service experience.
User-Friendly Dashboard: Klearcom provides a user-friendly dashboard that presents key metrics and insights in an easily understandable format. This allows contact center managers to quickly grasp the status of their systems and take necessary actions without delving into complex technical details.
Customizable Testing Scenarios: The platform allows for customizable testing scenarios tailored to the specific needs of the contact center. This flexibility ensures that the tests are relevant and cover all critical aspects of the IVR and toll-free systems.
