In response to poor behavior by some outbound telemarketers, governments have imposed regulations on the customer experience when companies proactively contact customers. Great companies, however, believe the customer experience should be a source of pride, not a compliance requirement. They believe proactive contact should be valuable to customers, a positive experience that is linked to higher loyalty scores.
The Cyara Platform makes it easy to do it right. It allows organizations to automatically and completely test the outbound customer experience from the customer’s perspective. Using Cyara, organizations can be confident that when they reach out to their customers, they are delivering precisely the experience they intended.
End-to-End Testing of Pacing and Connections at Scale
In conjunction with testing the call progress detection and connection efficiency of the dialer, the Cyara Platform can also emulate agent activity after the dialer connects calls. This lets you thoroughly test the pacing and call connection capabilities of the dialer when operating at scale. The Cyara Platform can also help you ensure that your outbound dialer is compliant with the FTC, FCC and DMA and other regulatory legislation.
Efficient Way to Train Agents
New agents can first work with the Cyara Platform before they are asked to interact with live customers. They can build proficiency handling the challenging rapid-fire situation of handling interactions with a predictive dialer without impacting customers. When agents have mastered working in this highly productive environment, they can be gradually introduced to live customer conversations.
Flexible Deployment Options
The Cyara Platform can be deployed as a Software-as-a-Service (SaaS) offering via the Cyara Cloud, or it can be deployed in your cloud, on your premises.
How It Works
The Cyara Platform is able to emulate real customers, answering machines, fax machines, or even busy tone, no-answer and fast-busy scenarios. Used in the inbound mode, it receives calls from an outbound dialer prior to systems going into production. This ensures the experience will be high quality to meet the needs of regulators and the meet the needs of your business.
A range of telephone numbers are inserted into a calling list in the dialer. The Cyara Platform then answers calls from those numbers using a variety of scripted caller/telephone-line behaviors emulating the range of situations a dialer will face.
When the Cyara Platform receives the calls it measures all the key compliance metrics (abandon rate, connection speed, ringing time, time, detection rates, etc.) required to ensure compliance with regulators and internal customer experience metrics. Cyara campaigns and call flows allow you to create dirty calling lists by creating multiple customer profiles which allow you to emulate customers with answering machine turned on, who are on the phone (busy), have a fax machine connected, or a variety of other situations.
Cyara Platform reporting quickly identifies and highlights issues and allows you to listen to the built-in call recording to truly understand the real customer experience and to enable you to properly tune your dialer. When the tuned system can handle the scripted behaviors, it will handle them correctly in production. Cyara identifies the deficiencies in the proactive customer experience before customers are impacted.
- Automated outbound testing solution
- Provides end-to-end testing without impacting customers
- Allows testing at scale
- Helps ensure regulatory compliance
- Ability to tune and stress-test your dialer before it’s put into production
- Efficient way to train agents
- Flexible deployment options: SaaS offering via the Cyara Cloud, private cloud, or on-premises
- Technology agnostic