Cyara, a provider of omnichannel customer experience testing and monitoring solutions, has added its Call Recording Validation (CRV) to the Cyara Platform.
CRV validates that call recording software is operational on all calls, that the quality meets client standards, and that the recordings can be retrieved whenever needed. CRV brings a proactive approach to recording validation by placing synthetic calls and comparing the actual caller experience with the recording.
CRV has been tested and certified to the Open - NICE Development Partners Program, which adds this component for NICE customers requiring a third-party validation platform.
CRV provides a proactive testing platform that leverages Cyara's audio quality assurance technology. CRV goes beyond merely verifying the capture of recorded calls; it can also validate the audio quality of those calls and reproduce the content of incoming calls, including all participating call center agents. CRV compares calls made by its monitoring solution with the content captured on the NICE call recording system, inspects the audio through speech recognition and Voice Quality assessment to determine Mean Opinion Scores, and recognizes a variety of audio quality issues.
"Call recording and validation are essential components to our customers' success, as they provide regulatory compliance, insight on agent training, and ensure superior customer experiences," said James Isaacs, Cyara's president, in a statement. "When an organization invests in call recording for its customers, the solution is only as good as its ability to capture and render the audio clearly and accurately. Cyara's CRV platform allows organizations to realize the true value of that investment."
"We're proud to welcome Cyara as the first NICE open partner to certify a developed solution though NICE labs," said Miki Migdal, president of the NICE Enterprise Product Group, in a statement. "We continually explore new and innovative ways to address our customers' ever-increasing need to comply with voice recording regulations. Cyara's CRV technology has proven itself to satisfy those needs by providing exceptional real-time quality assurance and a sustained level of protection for call centers."