Every organization understands the vital importance of enabling their customers to connect seamlessly. This communication must also be at their convenience, and through their preferred means. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers.
As David Conway, Lead Systems Engineer at Salesforce, emphasized, “In the sales world, if a caller can’t get through they’ll move on to the next place. So it’s very important… that our customers can reach us the first time they call.”
The Challenge of Assuring Communications
David’s statement highlights a common organizational challenge—how to ensure communication channels consistently meet the highest standards and provide customers with the best experience? The complexity of modern communications, including a multitude of channels, such as phone, WebRTC, email, SMS (short message service), IVRs (interactive voice responses), and chatbots further compounds this issue.
Additionally, enterprises like yours may face a number of other obstacles in your efforts to provide optimal communications quality and customer experience (CX). These could include:
- Customer expectations: As technology advances, customers will continue to expect more personalized, prompt, and effective communication experiences.
- Scalability: The volume of your customer interactions is likely to increase as your business grows. Ensuring your communication channels can scale to accommodate this growth without compromising on performance is vital for future success.
- Cost management: The ability to correctly allocate resources in order to maintain and upgrade your communication infrastructure, while carefully managing the associated costs can be a significant challenge.
- Compliance: If you operate across multiple regions, you will likely need to navigate complex regulations and requirements, including data protection, privacy, and communication. Compliance is also crucial to consider if you are operating in a highly-regulated environment or industry.
- Integration issues: You may be using a diverse range of software solutions and platforms to handle different aspects of your customer interactions. Integrating these to work together seamlessly can be daunting. And unfortunately, if done incorrectly, it can lead to significant operational disruptions for both your team and your customers.
- Monitoring and troubleshooting: The ability to identify and troubleshoot your communication issues as soon as they occur is crucial. Our current research suggests that for many organizations identifying the source of a problem takes 80% of the time and resolving the fault only takes 20%. As such, you need to invest in robust monitoring tools which proactively detect problems and assist in their prompt rectification. This will minimize downtime and ensure a more seamless experience for your customers.
What is the Cyara Platform?
The award-winning Cyara AI-Led CX Transformation Platform empowers companies to deliver enhanced CX more efficiently, affordably, and with reduced time and risk. Cyara supports the entire CX software development lifecycle with the necessary testing and monitoring for each stage. This includes functional and regression testing, load testing, and production monitoring, to name but a few. These ensure your enterprise can build flawless customer journeys across all of your voice and digital channels.
The Cyara Platform automates all of your testing and monitoring needs. Our testing solutions can easily monitor and alert on the following communication channels in line with your organization’s specific requirements:
- Phone
- WebRTC
- SMS
- IVRs
- Chatbots and Conversational AI
We all know manual testing can be very costly, time consuming and labor intensive. However, through Cyara’s automated testing, you can conduct a higher volume of more comprehensive testing in a much shorter time period. This results in lower operational costs, improved efficiencies, a greater return on investment (ROI) and enhanced experiences for your employees and customers.
Our Proactive Approach
Cyara’s CX transformation solutions test and proactively identify defects, pain points, or problem areas at a much earlier stage, issuing immediate alerts for swifter troubleshooting and resolution. This proactive approach ensures that your team is no longer in the dark about issues occurring on your network. While various other vendors and providers offer internal or general network monitoring, Cyara’s monitoring extends far beyond this. We test your complete journey, both within and outside of your network. Through employing an ‘outside-in’ test style, we precisely replicate your customer’s true journey and experience.
And in the event of issues on your communication channels, our platform promptly provides detailed reports, giving your team the valuable insights they need. This allows them to quickly troubleshoot and resolve problems or provide evidence to your carriers if they are failing to adhere to their service-level agreements (SLAs). An example of such an issue is that many carriers choose to transcode audio to lower codecs when bandwidth becomes constrained due to high service demands. This could mean they’re breaching their SLA and you’re providing customers with a lower quality CX without your knowledge.
What Makes the Cyara Platform Unique?
Cyara provides organizations globally with the most comprehensive, end-to-end and omnichannel CX assurance offering. Our platform empowers you to stringently and more efficiently test and monitor all of your communication channels.
“Today’s CX environment is more complex than ever…. Only Cyara has the breadth of platform necessary to enable true CX transformation for modern enterprises”
Max Lipovetsky, Chief Product Officer, Cyara
Feedback on the independent review site, G2 highlights that “Cyara is robust and powerful, yet easy to learn and use. It will widen and deepen your testing efforts easily.” Another reviewer describes it as a “One stop shop for testing needs”, expanding that, “Whether your testing is development, quality assurance, user acceptance, performance, monitoring or business design and proof of concept, Cyara has capabilities that can meet your needs.”
By automating your testing with Cyara and implementing a more robust and comprehensive testing plan compared to traditional manual testing, you not only boost productivity but also enhance your CX. This improvement contributes to increased brand reputation, customer loyalty, and subsequent revenue growth.
The Impact of the Cyara Platform
In 2023, Cyara commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study. This examined the potential ROI that enterprises could realize through deploying Cyara. The purpose of this was to provide organizations with a framework to easily evaluate the potential financial impact of our platform on their business.
To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed six representatives at four organizations who had experience using Cyara. For the purposes of the study, Forrester aggregated the interviewees’ experiences and combined the results into a single composite organization—a company with $10 billion in annual revenue, 20,000 employees, 5,000 call center agents, and 40 million inbound calls each year.
The three-year, risk-adjusted present value quantified benefits for this composite organization included:
- Achieving a 334% ROI payback in less than 6 months
- Increasing call containment by 10%
- Reducing call handle time by 15%
- Gaining a 90% productivity increase in IVR development and testing
- Accelerating chatbot development by 70%
- Recapturing 90% of abandoned calls
Interviewees also detailed a number of unquantifiable benefits they received from testing and monitoring on the Cyara platform. These included:
- Improved customer sentiment towards their brands
- Faster time to market for new features and updates
- Greater customer self-service through chatbots
- Proactively avoiding contact center outages
- Greater opportunities to expand into new support channels including SMS, web, and email
To find out more about the Cyara platform, or to discuss your organizational requirements, connect with our team today.
