Klearcom has announced the launch of Verify+, its next-generation solution designed to allow multinational companies to test their customer service phone and IVR systems before deployment.
An enhanced version of its previous offering, Verify+, enables organisations to simulate real customer calls, test different call paths and assess audio quality before going live with their customer service systems. These capabilities are intended to support businesses as they strive for higher service reliability and efficiency.
One of the central features of Verify+ is the creation of reusable templates, which removes the need for companies to rewrite common tests. The system introduces a visual "treeview" model to support sequential testing and allows for concurrent IVR testing at no additional cost.
The product also includes audio scoring and real-time monitoring capabilities. These features give testers greater flexibility, accuracy and visibility, helping ensure the high performance and reliability that customer service departments require. Outbound testing is also available, supporting the needs of international contact centre environments.
Verify+ supports more than 100 languages and dialects, providing transcript analysis and audio scoring to further bolster testing processes. The platform can facilitate alternate transcripts for calls made during out-of-hours or holiday periods, enabled by automated IVR message and smart scheduling tools.
By streamlining the pre-production testing process, Verify+ aims to accelerate how quickly organisations can deploy new customer service systems and identify potential issues within call flows. The solution is designed to enable faster resolution of problems, help reduce downtime and save significant time and operational costs for enterprises.
The platform is designed to be quick to deploy and user-friendly, and becomes part of Klearcom's wider product portfolio. Now available in over 100 countries, Klearcom expects the new product to help scale its operations further, provide ongoing support to a growing international customer base and contribute to business growth. The company anticipates demand from sectors including telecom, utilities, retail, healthcare, aviation, banking and finance.
Satish Barot, Co-founder and Chief Technology Officer at Klearcom, said: "When people call customer service, they want the fastest possible response and resolution. When businesses are testing and rolling out these systems, they also want that. Verify+ delivers on both fronts by simplifying testing, ensuring optimal performance and supporting the best customer experience."
Barot added: "As well as simulating real-world behaviours, including non-linear customer call journeys and interrupted interactions, it delivers a truly global testing capability – not only meeting the evolving needs of our customers but enabling them to meet the expectations of theirs. In turn, we are guaranteeing customer confidence, innovating the customer experience and expanding our customer base."
Verify+ also introduces automated features such as IVR message management and smart scheduling, addressing the operational complexities often faced by organisations with distributed or multinational contact centres. These features allow businesses to test their systems throughout varied operating hours and geographical regions, further supporting service reliability.
The launch of Verify+ follows on from Klearcom's commitment to help address IVR and toll-free number issues via its software-as-a-service platform, which leverages artificial intelligence-driven real-time monitoring for organisations in over 100 countries.
