Many CX Assurance firms claim to deliver end-to-end testing. Yet, how many actually do?
Until now, this answer was zero - as many large enterprises that have previously partnered with three or four assurance vendors – for voice, digital channels, and conversational AI – will likely confirm.
Earlier this year, that all changed.
Indeed, two goliaths of CX Assurance – Cyara and Spearline – came together to change the game, signaling a new chapter for this space.
"We have established ourselves as the global leader in all areas of CX Assurance and Transformation," said Kevin Buckley, former Spearline CEO and now SVP of Cyara. "No one else in the industry can match what we can do."
Certainly, following the convergence of the two offerings, Cyara now provides the deepest portfolio in the market. That includes global in-country dialing, customer journey monitoring, load testing, voice of the customer, conversational AI optimization, etc.
And now all of this is available through one supplier.
One Provider to Lead the Pack
Spearline was perhaps best known for its Voice Assure solution. With this, organizations can continuously test and monitor their voice connections across global, in-country locations and telecom carriers. This provides real-time visibility into call quality metrics, including audio quality, latency, jitter, and packet loss.
Such information allows teams to identify outages quickly and efficiently, and they can also ascertain whether a problem is isolated or if it is a more widespread issue. This is critical information for finding a fast resolution.
Spearline was also highly regarded in SMS and WebRTC testing, particularly since its acquisitions of testRTC and Callstats.io in 2021 and 2022 respectively.
Nevertheless, that summary just skims the surface. When combined with Cyara’s offerings – Velocity, Pulse, Cruncher, and Botium solutions – all through a single provider – that is where the magic happens.
After all, enterprises are already looking for the ability to complete end-to-end testing from a single interface.
Nonetheless, this is only the beginning for Cyara. The company's ambition transcends the CX Assurance space of today and leads the market in a new direction based on evolving customer needs.
United by One Vision
Conventionally, organizations first contact a CX Assurance provider to conduct load testing, which assesses whether their new platform will perform appropriately during peak periods of demand.
Now, that is changing. As Buckley stated:
Companies are reaching out to Cyara as a thought leader. They want advice from people who know and are experienced with what works.
Prior to the acquisition, both companies were working on expanding their expertise and portfolios to support all types of contact center transformation projects.
Whether that was by accelerating the testing of voicebots, omnichannel strategies, or something else, both aspired to evolve from Assurance partners to CX Transformation leaders.
However, each had gaps within their product suites to provide a holistic solution that enabled them to be that end-to-end provider.
For instance, Spearline had just gotten started on conversational AI testing. Meanwhile, Cyara faced hurdles in its bid to increase its global presence.
Yet, with one fell swoop, Cyara has become the market trailblazer in both regards.
“As enterprises commit to their contact center transformation, we will support them in every step of their journey,” continued Buckley.
With Great Presence Comes Great Power
In this market, a vendor’s global presence can often be the deciding factor when it comes to large contracts with global enterprises.