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Cyara: Assuring the Customer Experience (CX) Through Automation
The advent of digital platforms has made communication more convenient today–a boon for most businesses. Unified communication channels such as IP telephony, desktop sharing, and videoconferencing are an essential part of the day to day running of a business. However, the quality of these communication methods may not always be up to standard, or they may be difficult to use. Along with this, enterprises need to upgrade their infrastructure frequently to cater to evolving needs, or risk dissatisfaction among their customers. Although many enterprises have adopted metrics such as Customer Sat and NPS, preventing critical CX issues at an operational level can sometimes be a challenge. Cyara, a company with presence across the Americas, EMEA, and Australia and New Zealand, has observed that an optimized Customer Experience Innovation Lifecycle (CXIL), which is the process by which companies improve their CX, is a vital factor in deciding the fate of business. Poor CX, in particular, often adversely impacts the growth of a company. The Cyara Platform was created to address this. The Platform can replicate the digital and voice customer experience across the enterprise with easy-to-use Cyara scripts. These scripts can then be used to comprehensively assure and measure CX across channels.
Cyara's software determines the degree of usability of an enterprise’s CX systems and unearths any critical errors before they are deployed. Automated testing is a crucial aspect of the software/product development lifecycle, or CXIL, and Cyara offers several services to this end, such as the IVR Testing, IVR Discovery and Mapping, Web Interaction Testing, and Voice Biometrics testing, to name a few.
Cyara's software determines the degree of usability of an enterprise’s CX systems and unearths any critical errors before they are deployed
Speech recognition, text-to-speech, IP Telephony Infrastructure, Voice XML applications, and several other communication channels are tested comprehensively. The company offers automated testing assistance across the primary channels of customer interaction.
Several realistic scenarios are incorporated to create a test environment by the Cyara team to ensure common real-world communication issues are detected so they can be resolved as quickly as possible. Recently, speech recognition systems have become the preferred mode of authentication, over passwords, for accessing accounts. However, speech recognition software can be inefficient at handling poor audio quality and noise. Cyara’s automated testing suite performs several tasks to increase the reliability of speaker recognition applications, meaning customers can refine and improve their Operational Customer Experience (OCX).
Walsh Media, a US-based company providing a range of audio solutions, sought Cyara’s assistance in post-production automated testing of their voice prompts. The result was a significant improvement in the IVR performance, which paved the way for positive changes in customer satisfaction and retention. Cyara also worked with a leading Australian bank as they adopted dynamic routing, which has significantly eased its business operations.
Cyara's workforce is divided into teams such as Professional Services, Customer Experience, technical support, the Cyara Academy, and Domain Consulting, all of which offer assistance at various levels and are tasked with ensuring Cyara clients are supported as they work to improve their CX.
The Cyara Platform is available both hosted on private data centers or in the cloud, or a combination of the two, and is designed to work seamlessly with customer systems without interfering with the business.
Among the organization’s latest technological offerings are the Pulse Executive Dashboard, which produces metrics that help notify enterprises of CX issues in real time, as well as Cyara Recording Validation, which assures that Verint and NICE call recording systems are functioning as intended.