How Salesloft Enhanced Call Quality Diagnostics with Cyara qualityRTC

Customer Success Story:

About Salesloft

Salesloft is a cloud-based revenue orchestration platform that empowers sales teams to automate their workflows and connect with prospects and customers more effectively. With the Salesloft platform, teams are able to accelerate their sales cycles and revenue outcomes. Since its founding in 2011, Salesloft expanded its sales engagement platform to offer functionality for the entire sales organization, bringing sellers and buyers together like never before. The company facilities over 3 million global calls on a weekly basis to support thousands of the world’s top revenue teams at leading global enterprise businesses.

The Cyara Advantage

Improved Diagnostic Capabilities

Renewed Confidence in Salesloft's Platform

Efficient Issue Debugging

Enhanced User Experience

Sales representatives that use the Salesloft platform rely heavily on their Dialer solution. Dialer makes it possible for sales teams to place calls directly from the Salesloft platform by leveraging WebRTC/VoIP technology. To receive the best voice quality and deliver exceptional customer experiences, Dialer demands robust support and strong network connectivity. However, with the rise of remote work, sales representatives began to encounter issues when trying to place calls using Dialer on their home networks. Weaker and less reliable networks began to affect call quality and reliability, as Dialer requires a robust connection to perform as intended. In addition, the distance between agents and support teams created by remote work led agents—who lack technical expertise and know-how—to try and troubleshoot or resolve emerging issues on their own. To try and solve the network-related problems created by these unmanaged home networks, the Salesloft team considered conducting live troubleshooting with customers. But this approach was inefficient and the support teams lacked the necessary data to pinpoint the root cause. Additionally, debugging issues during live calls traditionally requires extensive resources and larger support teams.

The Challenge

Salesloft turned to Cyara qualityRTC as the ideal solution to improve diagnostic accuracy and comprehensively troubleshoot call quality issues. In addition to qualityRTC’s visually appealing user interface, Salesloft customized qualityRTC with its own branding, making it even easier for sales representatives to understand and use. qualityRTC’s ‘mock call’ functionality has been essential to eliminating defects from Salesloft’s Dialer. Though troubleshooting and debugging issues during a live call usually requires extensive support resources and additional personnel, sales representatives can now conduct self-diagnosis and detailed network tests to provide support teams with the necessary data to quickly identify and resolve issues. “The implementation process was very smooth,” said Albert Liu, Senior Manager of Channel Health Engineering at Salesloft. He added: “Cyara provided excellent customization support to meet Salesloft’s specific needs.”

The Solution

Outcomes

The ability to gather detailed data about individual users experiencing issues has been extremely valuable to Salesloft. qualityRTC provided detailed insights into network issues, allowing the company to quickly pinpoint problems like network instability or insufficient access points in office environments.

Improved Diagnostic Capabilities:

qualityRTC provided concrete data into the root cause of the issues sales reps faced when using Dialer on their home networks. Salesloft could demonstrate that the issues were caused by network configurations, and not defects within their platform.

Renewed:

Reduced reliance on extensive support and personnel resources by debugging live call issues through qualityRTC's ‘mock call’ functionality.

Efficient Issue Debugging:

The customized user interface and branded network tests were more accessible to sales representatives, reducing confusion and increasing adoption.

Enhanced User Experience:

Salesloft benefited greatly from Cyara's highly responsive and effective support. The close collaboration with Cyara’s product specialists and their expertise in VoIP and network diagnostics has been invaluable for Salesloft. Salesloft plans to continue applying Cyara’s solutions to support its expanding enterprise customer base and adapt to evolving work environments. The future focus will shift towards self-service capabilities and advanced root cause analysis, providing direct recommendations and significantly reducing the load on IT. This strategic direction aims to empower Salesloft with actionable insights and ensure the highest standards of customer experience.

The Journey Continues

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- Albert LiuSenior Manager of Channel Health Engineering, Salesloft

qualityRTC has been instrumental in improving our call quality diagnostics and with identifying network issues, especially as we've shifted to more remote work environments. The tool gives us the data we need to pinpoint problems quickly and support our teams effectively.