A newly published case study tells the story of Cyara’s successful project with a top UK bank. Challenged with thirteen contact centers that handle the 100 million+ calls annually from customers and a crowded DTMF IVR menu with no room to move, a high transferred call rate, increasing pressure to do more with less, and a mandate to provide an outstanding customer experience, this bank needed a solution to better serve their customers.
The solution was to design a new natural language customer experience that put the customer first and simplified interactions. They used Cyara to validate this new solution and cut testing time by 60% and the number of testers needed from 15 to 4.Read More
Read the complete case study here.Collapse
Cyara Chat Testing was recently announced as a 2015 Speech Technology Excellence Award winner. The award from TMC, a global integrated media company, was presented by CUSTOMER Magazine and honors companies who have demonstrated innovation in speech technology that improves the bottom line for their customers.
“Cyara has demonstrated to the editors of CUSTOMER magazine that its product is both innovative and a leader in the speech technology industry. ,” said Rich Tehrani, CEO, TMC.
Read the full press release here.
Be one of the first to know about Cyara Crawler, a world-first for automated IVR discovery. Launching at SpeechTEK 2015 in New York, Cyara Crawler cuts through this time‐consuming task with automation that can crawl your IVR to discover what is there, create an interactive visual map you can navigate and explore, and create design documentation you can use for development. It removes guesswork and manual involvement, enabling you to take control and improve your customer experience.Read More
Learn how Crawler:
Register now for an online demo.Collapse
Geoff Willshire is Vice President of New Products at Cyara and is responsible for delivering innovative Platform extensions to meet the needs of today’s complex contact centers. In this interview Geoff explains why Cyara 6 is the most agile release to date from Cyara and why the Cyara Platform is an ideal fit for today’s omnichannel contact centers.
Geof is located in Brisbane and has a long history of providing uniquely tailored solutions that meet the specific needs of customers.Read More
Q: Were there specific goals or objectives for the Cyara 6 release?
A: “The overriding goal of Cyara 6 was to bring the functionality and ease of use to a broader audience. One way we approached this was to extend the support we have today for voice into other media types, specifically Web Chat. We have also expanded our support for agent experience monitoring with the addition of new Cisco and Avaya agent side connectivity.”
Q: What is ‘game-changing’ about Cyara 6?
A: “Under the covers, the development team re-architected large parts of the Cyara software framework. While this isn’t noticeable to customers on a first look at Cyara 6, there will be considerable benefits with subsequent releases. This will enable us to add support for additional vendors, media channels and applications more rapidly than ever before.”
Q: How do you determine which features go into a release?
A: “Cyara has always been a customer-driven company. We take the problems faced by the organizations we work with every day and try to build solutions to simplify or remove those problems.”
Q: Can you comment on the development process at Cyara; for example, do you use Cyara for testing?
A: “Cyara utilizes an agile development process, and Cyara 6 is our most agile release by far. This approach enables development and our customers to be more in sync as we build and continuously improve the product on the path to a final solution. A side effect of agile development is the need to constantly retest the system, ensuring that new functionality does not result in decreased quality. To test manually would swamp our team, leaving little time for that continuous functional improvement. So, not surprisingly we use test automation as the foundation of our testing strategy. We use automation tools including Cyara.”
Q: Can you comment on the Cyara development team and the overall development project?
A: “The greatest strength of the Cyara development team is certainly our diversity of knowledge and experience. Cyara was founded by a group of people with long- standing experience in customer experience technologies. I personally have worked in the areas of CTI, IVR and CRM continuously since 1995, for Hewlett Packard, Genesys, and now Cyara. The team brings a unique view to building customer experience monitoring solutions, because we’ve seen the problems faced by so many deployments over decades of combined experience. Each of our team members delivers a different piece to the puzzle, be it customer experience domain knowledge, complex software design and implementation, or testing automation. The net result is the world’s best and easiest to use customer experience testing and monitoring solutions.”
Q: How can customers take advantage of Cyara 6? Is there a plan to transition or upgrade customers?
A: “The Cyara development team has worked closely with our professional services and sales teams to provide tools that simplify the process of migrating our customers to this new release. Contact your account executive for information on your availability to upgrade to Cyara 6. They will provide you information on how Cyara can assist you in the process of transitioning.”
Q: Can you comment on how the Cyara 6 release positions the Cyara Platform for future releases?
A: “Much of the development work for Cyara 6 has gone on behind the scenes. Stay tuned for greater vendor support, expanded media support, and other great new applications such as integrated call recording system verification.”
Q: Are there trends or changes in the customer experience space that are likely to be in the next Cyara release?
A: “I think the greatest single change to customer experience technology is the unification of the customer communication silos. Customer experience solution vendors are now expanding the capabilities of their systems to change the behavior of one customer channel based on a customer’s experience with another channel. Cyara is positioned perfectly in this space being a single vendor monitoring all customer media channels from the one integrated platform. This unified, multi-channel view of the customer experience means that Cyara will not only test the individual channel experience, but that they will also test the complete customer omnichannel experience.”Collapse
In response to a growing global need for professional training on the Cyara Platform, Cyara has created a dedicated Education and Training business unit. Cameron Esposito, previously a senior consultant and then a global lead in Cyara Professional Services, will head up this new initiative.
“We feel that expanding the scope of our current training will add even more value for our customers,” said Cameron.Read More
He explained that the vision for training goes beyond what is traditionally offered. “We also want to be able to put students into our PS shoes and give them real life experiences on what is required to perform customer experience testing using the Cyara Platform,” he said.
Cyara has offered training since the beginning of the company, providing courses that focus on getting users up and running as fast as possible. The new approach to training will still allow students to utilize the platform quickly, however the additional courses and scope will give people more time to learn the products in depth and provide a better understanding of how the Cyara Platform can be used throughout the testing lifecycle.
The Education program is also aimed at enabling our partners to deliver certified professional services, which will expand Cyara skill sets across the globe.
Course offerings in the new training program will be directed at specific roles and specific solutions within the contact center; for example:
Training classes will be developed in three phases with the first phase of foundational courses expected to be available for registration beginning in October. Phase two courses, which will cover Cyara’s more advanced product offerings will be available in early 2016. Certification exam planning will follow after the Phase two course rollout.
Cyara will continue to offer traditional, instructor led-training, based out of Melbourne, Australia and at various global locations at specified times. Recognizing that allocating time for training can be challenging, Cyara will also introduce Video On Demand options for much of their course content. “This is an exciting concept that I’m really looking forward to working on. The advantages of being able to learn online will be a fantastic advantage for students, ” Cameron said.
A course catalogue will be available soon with a complete description of courses, locations and dates for classes. Future issues of the newsletter will contain links to the catalogue and announcements about specific courses as they are developed. Course information will also be available on Cyaranet.com, the Cyara User’s Group.Collapse
Even the most battle-hardened technical project owner cringes at the thought of a late change. When the ‘go live’ date is looming, finding out that the platform won’t meet the intended purpose, can’t handle required volumes, or houses gremlins that reject every technical fix are nasty surprises. These surprises often lead to tearing up project schedules and put the finance team on the warpath.Read More
A Cyara financial services customer recently avoided having a major project go off the rails by identifying key risks in their planned architecture, running Agile, and using the Cyara Platform to avert an oncoming disaster. They started by building a testable environment early in the project, meaning they were able to execute load testing well before any business logic was due to be delivered.
The early testing uncovered the kinds of issues that give project managers grey hairs, especially when they crop up the week before user acceptance testing. These issues included a significant volume of call failures, unstable applications, and what would have been a terrible customer experience in a live contact center. The old saying is, “If you’re going to fail, fail fast, and make it survivable.” Because they’d tested early, the design team had the time to rework their architecture, and the team were able to carry on with their development without seeing the schedule slip past key milestone dates.
Cyara Professional Services provided testing on tap, quickly spotting some lingering issues with missed firewall rules and gateway performance which damaged voice quality, and resulted in the IVR missing tones. Verifying that the fixes were effective was as simple as re-running the test block. The customer entered go live with bleeding-edge technology and absolute confidence – a combination that’s unstoppable in a competitive landscape.
“At one point we had 5 of the Cyara team with us running non-functional load testing after hours. We worked collectively as one team throughout the implementation process. Working with Cyara was a very positive experience,” Quality Assurance Director, Financial Services Customer.Collapse
SpeechTEK – August 17-19, New York
Come see us in Booth #603.
Gartner Customer 360 Summit – September 9 – 11, San Diego, California
Genesys G-Force – October 26-28, Miami, Florida
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