Case Study: Salesforce achieves a 99%+ connection rate and improved call visibility with Cyara Voice Assure

How Salesforce achieved a 99% + connection rate with Cyara’s Voice Assure

Salesforce, the global leader in customer relationship management, faced limited visibility into the quality and availability of its 800+ customer-facing phone numbers. This led to long wait times, missed calls, and the risk of reputational damage as issues were often discovered only when customers complained.

Salesforce deployed Cyara’s Voice Assure (formerly Spearline) to proactively test calls across countries, carriers and locations, running about 60,000 tests per month with real‑time Slack alerts and root‑cause analysis. The result: a sustained 99%+ monthly connection rate, faster remediation through carrier changes, reduced wait times and improved customer confidence and brand reputation.

Salesforce

David Conway

Lead Systems Engineer