PRESS RELEASE: Cyara, the leading customer experience contact center testing company, has launched its next-generation, automated, testing platform which can decrease organizational testing efforts from 30 to 90 percent in most cases.
The Cyara FIVE customer experience contact center testing platform is designed to help organizations test and manage telephony, IVR, speech recognition, computer-telephony integration (CTI), routing and agent desktop technologies in a way that supports an organization’s business and customer experience goals.
As business goals and customer demands change, modifications to the technologies that run the contact center can unintentionally “break” the customer service delivery model. Through testing, organizations can run simulated changes and determine the best way to make changes that support business goals, without eroding critical customer experiences.
“Existing Cyara customers can expect to decrease testing efforts by another 30 percent with the Cyara FIVE testing platform,” said Alok Kulkarni, CEO, Cyara. “Enterprises new to Cyara FIVE and moving away from disconnected manual and vendor-controlled load testing processes can expect to decrease testing efforts by up to 90 percent.”
Cyara FIVE was the first comprehensive, automated customer experience testing platform in the world and is the only one that is easy-to-use by non-technical testers. This frees contact center technology managers from relying on his or her testing vendor to develop test cases and manage the platform. It also puts control of the customer experience back in the hands of the contact center.
“The contact center (over any other business department) has the most direct, real time impact on creating a positive impact on the customer relationship,” said Dan Miller, senior analyst and founder, Opus Research. “Testing helps take control of the quality of the conversation and match customer preferences, including device-of-choice, channel-of-choice and time-of-convenience.”
Cyara FIVE is available immediately for on premise installation and will be live in the Cyara Cloud at the end of June 2014. This new platform continues to position Cyara as the leader in empowering consumer brands to completely, rapidly and efficiently validate that their actual customer experience is consistent and precisely what they’ve designed it to be.
About the Cyara Platform
Cyara FIVE, Cyara’s next-generation customer experience contact center testing platform, tests across inbound voice, outbound voice and Web interactions. Testing spans the entire customer interaction lifecycle, from benchmarking existing performance, functional testing during build-out of new capabilities, load testing of systems before being exposed to customers, monitoring the in-production experience, and regression-testing subsequent changes to decrease the risk of unintended issues. Enterprises can operate the Cyara platform in the configuration that provides the greatest value: as a complete SaaS offering, a contained on premise software resource, or as a seamless blend of both.
Cyara is the leading provider of customer experience testing for organizations around the world. The Cyara platform allows contact centers and online channels to optimize the customer experience rapidly and decrease exposing customers to a poor experience. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara platform. For more information, visit www.cyara.com.