How To Prove Customer Experience With End-To-End Assurance

If your contact center only finds problems after customers complain, you are operating blind. We sit down with Klearcom at Enterprise Connect to unpack what “CX end-to-end assurance” really looks like when you have voice, IVR, chat, SMS, and now AI-driven journeys all stitched together across multiple regions and vendors.

We get specific about the pain points teams keep running into: manual testing that is slow and subjective, migrations from legacy platforms to CCaaS that introduce silent failures, and the growing need to validate experiences before changes hit production. Klearcom explains a non-intrusive approach to contact center testing and service assurance so you can spot routing issues, latency, and broken paths early, then measure performance like a repeatable confidence metric instead of a gut feeling.

AI is the turning point. Everyone talks about what chatbots and conversational AI can improve, but far fewer talk about how to test them. We dig into chatbot testing that checks accuracy, brand guardrails, structured and unstructured conversations, and the moment that matters most: when a customer asks for an agent, how quickly do they actually get there, and does it meet your SLA? You will also hear how SaaS on AWS supports global teams while handling data residency needs, and why industries with high downtime costs test on a tight cadence.

If you care about customer experience, contact center reliability, and testing AI before it tests your reputation, this one is for you. Subscribe, share with a teammate who owns CX or CCaaS migration, and leave a review, then tell us: what would you automate and test first in your customer journey?

Transcript

SPEAKER_01 0:01

And I'm at Enterprise Connect with one of my favorites, ClearCom. Gentlemen, how are you? We're good, Evan. Thanks for being here. You're wearing the Irish green today, which is uh awesome. We'll start with introductions. Uh first of all, Thomas, introduce yourself and how do you describe ClearCom these days?

SPEAKER_00 0:17

Yes, I'm Thomas Piaczek. I'm the director of global sales and in Clearcom and describe what we do in Clearcom. It's really a CX end-to-end assurance platform, essentially. And you can test across, I suppose, voice, channel, chatbot, you know, SMS, essentially.

SPEAKER_01 0:35

Much needed here. And and Michael, um, introduce yourself. Yeah. And um ClearCom's based in Ireland, but you you serve customers globally. How do you describe um you know your role here at Enterprise Connect among all the vendors?

SPEAKER_03 0:48

Yeah, yeah, absolutely. Yes, so um I'm on our customer team and uh head up that uh team to look after our customer relationships. And uh, you know, we're out here in the US and we want to see, first of all, by attending the likes of Enterprise Connect to see you know what's happening in the industry, um, but also we meet with our customers here, we meet with new prospects, and it's it's very exciting to see you know new things happening.

SPEAKER_01 1:13

Indeed. And Michael, how how do you describe the some of the challenges that you solve specifically with customers? Are there the top two or three four challenges that you see again and again in in your uh engagement?

Fast Non-Intrusive Deployment For Migrations

SPEAKER_03 1:24

Yes, one of the things I suppose we see a lot is the fact that people are testing, but they might be doing it manually and it's just usually time consuming, it's you know subjective rather than objective, and it's more reactive. So we're trying to flip the coin on that for customers and to ensure that you know they are put in a position of power that their customers are not like crash test dummies and you know uh bearing those problems. Exactly, yeah. But that they know about problems before their customers are impacted. So that's basically, I suppose, in a nutshell, one of the key things that we help with. And Tom, you might want to talk about it.

SPEAKER_01 2:00

And yeah, Thomas, how I mean, how do you engage with customers? What does an engagement look like? How quickly can you deploy to to enhance uh uh a network, for example?

Testing AI So It Delivers

SPEAKER_00 2:10

I suppose uh the engagement is very quick. Um, and how to roll you mean kind of how to roll out the platform, is it? Uh yeah, I suppose it's an non-intrusive platform, and that's uh I suppose the really uh the USP that nothing's to be installed on customers' environment, contact center, CCAS platform, and all we need from their side is the numbers, I suppose, and then they can do the rest essentially, you know. So and that's the power of it. So even if customers, I suppose, need um testing during migration, you know, you see customers migrating from all legacy platforms to the cloud, or everything is going away from DTMF to speech, conversation, agent in AI. Look, they need to test. And I suppose having that yeah, and you you've been around for years.

SPEAKER_01 2:53

Um, what's new here at Enterprise Connect? Any any news, announcements, features, functionality? Uh what I I followed you guys for some years. What's uh what's new?

SPEAKER_00 3:02

Yeah, I suppose look, uh you hear the word AI, I suppose, uh a lot, right? Um, but uh I suppose what's new is kind of how you would test the AI as well.

SPEAKER_01 3:13

Well, that's a novel concept, testing AI, okay.

SPEAKER_00 3:15

Yeah, so because everyone talks about you know how it will improve things and obviously that will happen, but also the key aspect is well, how you will test the AI to ensure that when you deploy it, will it actually deliver, I suppose, the accuracy for your customers as it should, right? But without you actually testing it, you don't know if that's gonna happen or not, you know.

SaaS On AWS For Global Teams

SPEAKER_01 3:36

Test trust would verify, I I think is is the message. And Michael, you're in a small island on the coast of Europe at uh called Ireland, but you serve customers globally, yes, many in the US.

SPEAKER_03 3:47

Absolutely.

SPEAKER_01 3:48

Um toss talk about the cloud side of the business and how that works.

SPEAKER_02 3:51

The cloud side of the business.

SPEAKER_03 3:52

So, yeah, we um our solution is a SaaS uh-based solution based off uh AWS. Um it enables us to you know serve customers in the US that want to house their data, say for instance in the US only, but also you know, across the globe. Um I suppose the key thing is with our and uh Tom I think touched on this the fact that it's a SaaS platform, you'll have different users. So you'll have a big multinational company, it could be US headquartered, but they might have employees in India, they could have employees in Australia and the US, but with the platform, they can all log into the platform at the same time, and they can all use the platform and use it for different purposes at exactly the same times.

SPEAKER_01 4:31

Fantastic. Um how do you demonstrate ROI with something like quality and service assurance and testing? Yeah, you know, um what's the kind of elevator pitch there? Yeah, I suppose it's for for finding problems.

SPEAKER_02 4:46

Not not not everyone wants to know about their problems. Yeah. I suppose every test is like a confidence metric.

Customers Partners And CCaaS Rollouts

SPEAKER_03 4:52

So, you know, when you're testing and things are good, you know that things are good. So that's you know, a great thing. But also if things, you know, go down, you could have say a number that's down in, you know, say for instance, it could be in the US or it could be in a another country. You could be relying on customers telling you that, or agents telling you that if they tell you quick enough, you could miss you know, vital cause. We work with a lot of you know pharmaceutical companies, they can't afford to have anything like that happening. So they'll test at a you know really tight cadence to ensure that they know about issues as quickly as possible. And the ROI, I suppose, is it's very simple in that, you know, um the likes of I suppose if you know the cost of an outage to you, and it's mightn't be a kind of uh tangible cost, but it could be reputational, it could be you know several different things. But if you can, you know, have uh I suppose a good approximation of that, um well then Clearcom is really a very um I suppose good solution to have in place from an OROI perspective. Interesting.

SPEAKER_01 5:52

And Thomas, um what kind of customers do you work with? I assume directly with enterprises, directly with contact centers. What about the vendors and the integrators and everyone else on this mix?

SPEAKER_00 6:04

Yeah, so it varies. I suppose it's the you know, end customer, the multinationals, like you know, the the HBR of the world, and you have might have suppose BPOs, um you know, the carriers as well themselves, I suppose, as well. Um you know, then you have the consultancies as well, um, that I suppose pushing something like this to their customers because otherwise, I suppose on the on the CCAS platforms, right, that they should adapt. But then as well, if they're adapting something like that, they as well need to bring as part of the package, I suppose, the testing piece as well, right? To ensure that the rollout is, I suppose, successful with a minimum impact on the end user, essentially. Interesting, you know.

SPEAKER_01 6:42

So and how do you either either one of you, how do you think about testing with a world of you've got mobile now, you've got video, you've got new endpoints, new new apps, new LLMs. How do you keep ahead of the curve when it comes to all these technologies?

New Chatbot Testing And Real Risks

SPEAKER_00 6:56

Look, it's I suppose it's the it's the industry, right? The industry as well, or the the market, the companies themselves, they drive, I suppose, where we are going next as well, and we adapt as well. So look, everything, everyone talks about you know, voice is going away and and you have more channels like the SMS, the chatbot, obviously that's coming in. But I think it's it depends on okay, is the conversational, I suppose, a high value or low value, right? And then that's gonna spread out, I suppose, where the you know, where the companies go. But um, yeah, you we're getting more and more asked now, you know, can we do SMS testing? You know, can you do chatbot testing? Yeah, you know, uh, can you do kind of pre-production IVR testing, you know? And so brilliant.

SPEAKER_01 7:41

And can you give us a peek into the future? Any anything on the roadmap or future uh products, news, announcements that you can share? What's what are you excited about?

SPEAKER_03 7:49

Yeah, so one of the things that we've we've always had uh, I suppose uh a suite of you know testing and the likes of chatbot testing, but uh we're announcing a new chatbot testing uh module and uh it's very slick, it's very user-friendly to use. It's something that's extremely important. Like we've found that some of the customers that have moved across to us, like uh there was a major airline and uh they had an issue uh with a customer coming on board, uh sorry, coming onto their chatbot and asking about you know a sensitive thing like um a relation of theirs had a bereavement and they needed to book a flight uh you know to get back early. Um in that case, the chatbot told them incorrect information that they could get a refund afterwards after paying the full price, and they went they pursued it afterwards and went to court. And the airline thought that it was a separate, you know, legal entity, that the chatbot was a separate entity, but what they're realizing now in the industry is that the chatbot is exactly it's an extension of the company. So you need to be able to test that regularly, make sure that it's on brand, make sure that you know if it's uh a certain kind of personality that it stays within those rails. Wow. But also if you kind of you know, you don't have a static conversation if you change your mind when you're talking uh or when you're typing, uh well then it needs to be able to keep up and move with that as well. So and Tom will tell you a little bit more about it.

SPEAKER_01 9:13

Yeah, so much to think about.

SPEAKER_00 9:15

So but what Mike's kind of touching on, it's kind of testing the structured, unstructured, I suppose, journeys. You know, is it in hours, out of hours? Is a chat bot, I suppose, responding, I suppose the the messaging or the the answers are correct answers, and then the customer doesn't get frustrated. You know, you're looking at the behavior as well of the text in the chat bot itself, right? Are you understanding, I suppose, the the experience, but also the behavior, what you are seeing, right? Um because then you won't as well look at, I suppose, how quickly if someone says, I I want to chat to an agent, I want to chat to an agent, how quickly does that get to the agent, I suppose? Is there any latency happening, right? And that's what our platform will pick up on that. Was that in that SLA that I suppose you the company has in in in place, right? So, and that's very exciting, I suppose.

Ireland Hospitality And Closing

SPEAKER_01 10:01

Um yeah, so much I haven't even uh imagined, and you guys, of course, see it all, all the use cases, all the scenarios. You know, final thought here you guys are dressed in green. Ireland's known for its legendary hospitality uh and welcoming, and you've even come bearing gifts, which is much appreciated. I have some socks here, which I appreciate. I've actually run out of socks, living in a suitcase for two weeks. And more importantly, we've got a full tasting menu. And um, do you still like tourists in Ireland or are you fed up with them? Are you fed up with the Americans coming in and never, never okay?

SPEAKER_03 10:36

No, no, it's and you know what? It's because I suppose there's a lot of history, you know, there's a lot of people who have, you know, I suppose Irish blood recallers. Right. Um so we recognize each other as comrades, I think. And we do especially in Boston.

SPEAKER_01 10:49

Boston it's like a second Dublin. So well, uh I assume you're open to customer visits too and headquarters in Dublin City. So folks, uh go visit Ireland and then go visit Claire Com. Thanks so much, guys. Thank you so much. Take care. Thank you. Thank you. Bye bye.