- Cyara announced it is buying Spearline. This is why.
Cyara – a creator and leader of the Customer Experience (CX) Assurance category – announced its acquisition of industry-leading global communication testing company Spearline, headquartered in Ireland. And this significantly expands Cyara’s global in-country dialing and WebRTC testing and monitoring capabilities.
The strategic acquisition of Spearline solidifies Cyara’s position as the global leader in CX testing and assurance. And the amount of the transaction is undisclosed.
This deal combines Cyara’s leadership in contact center and chatbot assurance with Spearline’s global dialing and WebRTC capabilities to deliver an unmatched solution set that uniquely addresses the needs of enterprises transforming their CX through the adoption of cloud- and AI-based solutions that support the modern remote workforce. And Spearline brings the most comprehensive global in-country dialing solution that provides mobile and landline dialing assurance in more than 80 countries.
Plus Spearline brings market-leading WebRTC testing solutions that enable the monitoring of voice and video delivered through Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms like NICE CXOne, Amazon Connect, Genesys Cloud RingCentral, and Zoom. And Cyara’s latest acquisition is part of an innovation strategy to address rapidly developing market trends:
— Chatbots and Conversational AI – Last year, 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, and video and address the needs of remote workforces.
Spearline’s flagship solution – called Voice Assure – helps global companies in industries like technology, travel, and banking, assure that their customers can reach them across the globe. And Voice Assure places in-country calls to toll and toll-free numbers and measures the audio quality and connectivity of those calls, which enables enterprises to replicate customers’ experiences locally and analyze key performance metrics such as connectivity, audio quality, and Caller ID presentation. Plus Voice Assure is the most 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 land-lines
— 200+ points of presence
— Coverage of over 250 carriers
A couple of years ago, 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. And these 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 WebRTC-based platforms.
Through this acquisition, Cyara offers unmatched expertise and capabilities to assure customer communications technology:
— A 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
— An unmatched dedication to customer success with an NPS score of over 65
— 450+ employees worldwide all focused on making every communication flawless
KEY QUOTES:
“To support a remote workforce, organizations are moving their communications platforms to the cloud. While this eliminates the complexity of managing the hardware, there is new complexity in testing advanced features that come with these platforms, like AI, video, and omnichannel. Cyara offers the only CX assurance platform that can address the complexity of these modern communications systems today, and in the future.”
— Alok Kulkarni, CEO of Cyara
“We are thrilled to join forces with Cyara to bring unmatched excellence to CX assurance. This strategic move enables us to help more customers transform their CX, making every interaction flawless. We are excited for Spearline to become part of this combined powerhouse, and look forward to the positive impact it will have on our customers.”
— Kevin Buckley, Co-Founder and CEO of Spearline
