Cyara Acquires Communication Testing Firm Spearline

Cyara has acquired global communication testing company Spearline to enhance Cyara's capabilities in in-country dialing and WebRTC testing and monitoring.

By combining Cyara's expertise in contact center and chatbot assurance with Spearline's global dialing and WebRTC capabilities, the acquisition aims to meet the specific needs of businesses that are transitioning to a more remote workforce model with the use of cloud-based and AI-powered tools.

“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,” said Alok Kulkarni, CEO and Co-founder of Cyara.

Spearline provides a comprehensive solution for dialing assurance that covers more than 80 countries for both mobile and landline calls. Additionally, the company provides WebRTC testing tools that allow for the monitoring of voice and video communications delivered through various cloud-based platforms such as NICE CXOne, Amazon Connect, Genesys Cloud, RingCentral, and Zoom.

The acquisition arises from Cyara’s innovation strategy to address developing market trends, including:

  • Chatbots and Conversational AI: Cyara acquired Botium in 2022 to expand its testing capabilities in response to the increasing demand for AI-based customer service solutions. This acquisition allows Cyara to better serve the needs of enterprises adopting large language model (LLM) based technologies, such as ChatGPT, Google Bard, and Bing Search.

  • WebRTC-based CCaaS and UCaaS Platforms: Spearline's WebRTC testing capabilities cater to the increasing demand of businesses for cloud-based solutions that support voice, video, and remote workforce requirements.

Voice Assure  

Voice Assure, Spearline’s main product, allows global enterprises in various industries to ensure their customers can contact them worldwide. It places calls to toll and toll-free numbers in different countries to measure the quality and connectivity of the audio, enabling businesses to analyze key performance metrics such as connectivity, audio quality, and Caller ID presentation.

Voice Assure is a comprehensive in-country dialing solution that provides in-country testing in over 80 countries, allows interstate testing for the US and Canada, enables dialing for both mobile and landlines, and covers over 250 carriers.

Spearline made strategic investments in WebRTC monitoring by acquiring testRTC in 2021 and the business line from 8x8 recently. These acquisitions strengthen the company's testing and monitoring capabilities for enterprises adopting WebRTC-based cloud communications platforms. Combined with Cyara ResolveAX, the result is a complete set of assurance solutions for WebRTC-based platforms.

“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," said Kevin Buckley, Co-Founder and CEO, Spearline.

Elsewhere, Cyara has released a worldwide study showing that although customers prefer using chatbots for support, many businesses are failing to provide a good chatbot experience.