Case Study: Walsh Media achieves objective, measurable voice‑prompt clarity and competitive benchmarking with Cyara

Walsh Media Uses Cyara for an Objective Measure of Voice Quality

Walsh Media, a specialist in contact-center persona design and script consulting, needed an objective way to measure how well customers understand IVR voice prompts. Poor prompt clarity was driving callers to request skilled agents or hang up—raising costs, slowing service, and risking lost customers—while subjective listening tests couldn’t reliably identify which prompts caused confusion.

Walsh Media implemented Cyara (Voice, Pulse and Crawler) to benchmark and test prompt intelligibility, scenario flow and A/B variations. The platform delivered immediate, objective scores (Walsh’s prompts scored above 95% clarity vs. competitors’ 70–90% or worse), proved the value of improvements to clients, sped automated self-service, reduced costly agent handoffs and made ongoing monitoring and optimization simple to run.

Walsh Media

Tim Walsh

President