Since its inception in 2006, Cyara has unfolded various innovative solutions leveraging Cisco’s networking architecture and wide-spread interaction channels. The Cyara PlatformTM offers functional testing, regression testing, and production monitoring capabilities to contact centers and various online channels. Cyara’s contact center testing software simulates end user experiences via an easy-to-use web browser interface, from an agent-to-customer perspective or vice versa. This platform completely automates the contact center agent activity by answering all the calls, or placing them on hold, and launching other front-office applications. “A firm can customize and automate the agent activity across an entire contact center regardless of its geographic location, skills, and infrastructure,” says Kulkarni.
In addition, Cyara’s Speech Performance testing software helps test voice quality from a customer’s perspective to improve voice quality during an on-going call. This software’s user-friendly interface enables companies to classify call flows for testing and provides common scripting, reporting, administrative, and operational control with minimal effort. Furthermore, Cyara’s IVR Crawler shuns manual involvement while probing answers related to deployments in an Interactive Voice Response (IVR) system. This automated solution assists in creating an interactive visual map that helps in editing, adding new IVR options, and generating design documentation. Similarly, Cyara’s outbound testing, web interaction testing, and voice biometrics testing tools are imperative contact center solutions that help in enhancing security and end user experiences.
Cyara has delivered comprehensive customer experience testing solutions for deployment in contact centers, websites, mobile apps, and back office activities
Cyara, with its distinct expertise in customer experience testing, handles all aspects of contact center operations with great dexterity. One of Cyara’s exclusive methodologies, the “Customer Innovation Lifecycle” follows a continuous five step cycle—planning, designing, functional testing, user acceptance testing, and deployment—to relentlessly monitor and rectify issues in a customer engagement center. “This process helps clients innovate up to 70 percent faster than their peers, reduces the cost of required testing resources by 40 percent, and decreases chances of risk,” says Kulkarni.
Cyara is primarily focused on catering to Fortune 500 companies with a strong client portfolio in the U.S., Europe, Australia and New Zealand. Moving ahead, the firm plans to formulate tailored products to respond in synchronization with evolving customer needs. Besides, Cyara also plans to incorporate artificial intelligence into their automated testing and monitoring solutions to fetch better results.