Cyara, the creator and leader of the Customer Experience (CX) Assurance category, recently announced its acquisition of the credible global communication testing company Spearline, headquartered in Ireland. This significantly expands Cyara’s global in-country dialing and WebRTC testing as well as their general monitoring capabilities. The strategic acquisition of Spearline solidifies Cyara’s expertise in CX testing and assurance on the global market.
What does Spearline add to Cyara’s portfolio?
Spearline brings the most comprehensive global in-country dialing solution that provides mobile and landline dialing assurance in over 80 countries worldwide. Spearline also brings market leading WebRTC testing solutions that enable monitoring of voice and video delivered through a Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms like NICE CXOne, Amazon Connect, Genesys Cloud RingCentral and Zoom.
Spearline’s flagship solution, Voice Assure, helps global companies in industries like technology, travel and banking, assure that their customers can reach them across the globe.
Voice Assure has proven to be an effectively comprehensive in-country dialing solution with:
- In-country testing in more than 80 countries
- Interstate testing for the US and Canada
- Dialing from mobile- and landlines
- 200+ points of presence
- Coverage of over 250 carriers
Voice Assure works by placing in-country calls to both toll and toll-free numbers globally and then it goes ahead to measure the audio quality and connectivity of those calls, which enables business enterprises to replicate customers’ experiences locally and also to analyze the key performance metrics such as calls connectivity, audio quality, and caller ID presentation.
In 2021, Spearline acquired testRTC to add WebRTC monitoring to their portfolio, and most recently bolstered that investment with the acquisition of the Callstats.io business line from 8×8. These strategic investments support the testing and monitoring needs of organizations adopting WebRTC-based cloud communications platforms. Combined with Cyara ResolveAX, this yields the most comprehensive set of assurance solutions for all WebRTC-based platforms.
“We are thrilled to join forces with Cyara to bring unmatched excellence to CX assurance. This move enables us to help more customers transform their CX, making every interaction as flawless as possible. We are excited for Spearline to become a part of this combined powerhouse and we also look forward to the positive impact it will consequently have on all our customers,” said Kevin Buckley, Co-Founder and Chief Executive Officer of Spearline.
What does this acquisition deal mean for Cyara?
The deal pairs Cyara’s leadership in contact center and chatbot assurance with Spearline’s global dialing and WebRTC capabilities to deliver a marvelously unmatched solution set that uniquely addresses the needs of business enterprises transforming their CX through the adoption of cloud- and AI-based solutions that support the modern remote workforce.
Cyara’s latest acquisition of the company, Spearline, is part of an innovation strategy to address rapidly developing market trends. The two solutions to this challenge include:
- Chatbots and Conversational AI: In 2022, to address the growing needs of enterprises adopting AI-based customer service solutions, Cyara acquired Botium, which added testing of chatbot and conversational AI to the company’s portfolio to better serve emerging large language model (LLM) based technology like ChatGPT, Google Bard and Bing Search.
- WebRTC-based CCaaS and UCaaS Platforms: Spearline’s unmatched WebRTC testing capabilities address the growing trend of enterprises moving their contact center and unified communications platforms to cloud solutions that support voice, video and address the needs of remote workforces.
“In order to support a majorly remote workforce, organizations around the world are gradually moving their communications platforms to the cloud,” said Alok Kulkarni, CEO of Cyara.
“While this migration eliminates the complexity of managing the hardware, there is a new complexity in testing advanced features that come with these platforms, like AI, video and omnichannel. It should be known that Cyara offers the only CX assurance platform that can address the complexity of these modern communications systems today, and in the future.”
With this acquisition of the company, Spearline, Cyara is set to offer unmatched expertise and capabilities due to increased efficiency to assure customer communications technology is:
- Most comprehensive set of CX Assurance solutions – assuring communications across CCaaS, UCaaS and CPaaS platforms including voice, digital, SMS, AI chatbots, video and WebRTC
- 450+ customers worldwide
- Unmatched dedication to customer success with NPS score of over 65
- 450+ employees worldwide all focused on making every communication flawless
