Cyara Ushers in Next Era of Agentic AI-Powered CX Assurance Platform
With each new change in customer and business demands, organizations must ensure every interaction creates a reason why customers stay. The only way to stay competitive in today’s market is by leveraging a comprehensive solution that puts CX quality, innovation, and reliability first.
Learn more about how Cyara is driving global, AI-powered CX assurance.
As the global leader in AI-powered CX assurance, Cyara has remained committed to enterprise-grade solutions that help leading global businesses deliver high-quality, frustration-free customer experiences across every touchpoint, every time. While many businesses have relied on outdated, time-consuming, and costly manual processes and subpar tools, Cyara empowers you to accelerate innovation, reduce risk, and gain a competitive advantage.
With the latest expansion of its next-generation CX assurance platform, Cyara can help you overcome financial risks, avoid compliance penalties, and retain customer loyalty.
What is CX assurance?
CX assurance is the practice of systematically testing, monitoring, and optimizing customer experience channels to ensure consistent quality, reliability, and compliance across every customer interaction. Agentic AI-powered CX assurance extends this practice by using autonomous AI agents to automate testing, detect issues in real time, and proactively resolve problems before they impact customers.
What challenges do contact centers face with AI deployment?
Contact center teams face significant obstacles when deploying and managing AI-driven customer experiences:
1. New regulatory standards requiring compliance validation
2. Heightening customer expectations for seamless interactions
3. Increasingly complex technology stacks across voice and digital channels
4. Financial, reputational, and compliance risks from CX failures
5. Outdated manual processes that cannot scale with demand
6. Fragmented point solutions that lack unified visibility
Platform additions at a glance
Product Problem it solves
Pulse 360 Eliminates fragmented CX visibility by providing real- time monitoring across 145+ countries and 420+ carriers
Test Case Designer Removes technical barriers to test automation with no- code, visual-first test creation for CX teams
Cyara AAA Verifies agent assist applications deliver accurate information during customer interactions
Intelligent Insights Transforms complex CX testing data into actionable dashboards and trend analysis
Cyara Copilot Automates routine testing tasks so teams can focus on complex processes
AI Trust Detects AI hallucinations, misuse risks, and compliance gaps in AI-generated responses
How Cyara’s unified platform differs from point solutions
Unlike fragmented point solutions or manual testing processes, Cyara’s unified platform approach offers:
• Single platform coverage across voice, chat, email, and SMS channels versus managing multiple disconnected tools
• Automated test execution that reduces testing time from weeks to hours compared to manual processes
• Real-world validation using actual carrier networks across 120+ countries rather than simulated-only testing
• Integrated AI assurance that tests both traditional IVR and generative AI agents within one platform
• Proactive monitoring that detects issues before customers experience them, versus reactive troubleshooting
Leading Innovation with the Latest Additions to Cyara’s Platform
With these latest additions to Cyara’s AI-powered, next-generation CX platform, Cyara empowers global enterprises to embrace AI-driven CX with confidence, prevent downtime, mitigate financial and reputational risks, and drive consistent growth:
Pulse 360
Problem solved: Contact centers struggle with fragmented visibility across global voice and digital channels, making it difficult to detect and resolve CX issues before they impact customers.
Cyara Pulse 360 is an AI-driven CX monitoring solution that provides real-time visibility across all voice and digital channels. Unlike other solutions on the market that rely on simulated testing, Pulse 360 verifies real-world experience across 145+ countries, spanning 420+ carriers.
Pulse 360 was recognized for its global footprint and visibility with the Customer Magazine’s Product of the Year Award.
With Pulse 360, you can:
• Detect and address CX issues faster.
• Accelerate troubleshooting and issue resolution.
• Gain real-time visibility across all voice and digital channels.
Test Case Designer
Problem solved: CX teams without coding expertise face barriers to creating and maintaining automated tests, slowing down quality assurance processes.
Test Case Designer is an intuitive, no-code, visual-first test automation solution built specifically for CX teams. As part of Cyara Velocity, Test Case Designer makes it easier to create, maintain, and troubleshoot test cases.
Test Case Designer makes it possible to:
• Highlight errors and failures in real time.
• Differentiate voice, chat, email, and SMS interactions.
• Enhance test accuracy and long-term system reliability.
Since its announcement in April, Test Case Designer has been adopted by more than 100 enterprise teams, who have completed nearly 1,000 user sessions to improve cross-team collaboration, accelerate test case creation, and adopt AI-led testing strategies.
Cyara Agent Assist Assurance (Cyara AAA)
Problem solved: Agent assist tools can deliver inaccurate or delayed information to agents, degrading customer interactions, especially during peak traffic periods.
In a recent study, CMP reported 49% of technology contact center leaders stated their intent to prioritize agent assist tools. However, this is no easy task, and there are many obstacles along the way that can interfere with your ability to effectively leverage these tools.
Cyara AAA is designed to validate agent assist applications to ensure your agents always have the information they need to deliver high-quality customer interactions. Even during periods of peak traffic, your agents will always be able to provide precise and timely assistance.
Cyara AAA is part of Cyara Virtual Agent (CVA), which empowers you to assess test call routing, data accuracy, and CTI performance. Currently, Cyara AAA supports Genesys, Google, and Kore AI platforms.
Intelligent Insights
Problem solved: Complex CX testing data is difficult to interpret and act upon without customizable dashboards and trend analysis capabilities.
Cyara Intelligent Insights turns complex CX testing data into actionable intelligence, allowing you to build and customize your own dashboards and leverage data more effectively. Easily track ongoing trends in your CX performance and identify anomalies in real time.
A major U.S. healthcare provider said, “Intelligent Insights gave us a strong starting point right out of the box. The pre-built templates and initial dashboard offered immediate value, surfacing key insights without needing much setup. We especially appreciated the ability to drill down into the data and tailor new dashboards to fit our specific needs—it’s a flexible, insightful solution that empowers our team to act on data with confidence.”
Cyara Copilot
Problem solved: CX teams spend excessive time on routine, repetitive testing tasks that could be automated, reducing capacity for strategic work.
Cyara Copilot is an intuitive, in-app assistant that helps you maximize productivity with AI-powered automation. Copilot manages routine tasks, so your human team members can focus on more complex tasks and processes necessary to deliver high-quality interactions.
Copilot allows you to:
• Automatically generate test cases.
• Identify key data points.
• Retrieve reports.
• Optimize product usage.
Cyara Copilot is currently available in Cyara Voice Assure and will expand into other products later this year.
Cyara AI Trust, Misuse & Compliance Testing Modules
Problem solved: AI agents can generate hallucinations, inaccurate responses, and non-compliant content that create legal, financial, and reputational risks.
AI Trust, Cyara’s generative AI testing suite, now includes the FactCheck and Misuse modules, and the soon-to-be-released Compliance module. The AI Trust testing suite allows you to validate AI agent behavior, detect hallucinations and inaccuracies, and ensure alignment with internal governance policies and emerging global regulations.
Since the beginning of 2025, AI Trust has analyzed more than 500,000 AI-generated responses, reducing manual content reviews by 80%. The suite was also recognized with the Best of Enterprise Connect 2025 Award for Most Innovative Use of AI.
Sean Rabago, Senior Service Expert and Capability Lead of Kenway Consulting, said, “The Misuse Module has proven to be a critical layer of validation for AI-driven experiences. By proactively identifying edge cases, prompt injection risks, and unintended behaviors, it helps ensure AI stays within defined guardrails and compliance boundaries. This capability is essential for strengthening QA pipelines and enabling responsible, scalable AI deployments.”
Cyara’s AI Trust Compliance module arrives at a critical time, as the EU AI Act rolls out this summer. The AI Trust suite offers the tools organizations need to meet governance standards with confidence.
Future-Proof Your CX Channels with Cyara
As contact center technology and customer expectations evolve, Cyara is your partner to innovate with confidence and turn every interaction into a growth opportunity. Cyara remains committed to delivering a single platform for AI-powered CX assurance so you can seamlessly test, monitor, and optimize your CX across all channels.
Contact us to schedule a personalized demo and see for yourself why Cyara is the No. 1 choice for CX testing and monitoring, or visit cyara.com for more information.
Frequently Asked Questions
Cyara Pulse 360 is an AI-driven CX monitoring solution that provides real-time visibility across voice and digital channels, verifying real-world customer experience across 120+ countries and 360+ carriers.
AI Trust uses the FactCheck module to analyze AI-generated responses against verified information sources, identifying inaccuracies, fabricated content, and responses that deviate from approved knowledge bases.
Cyara supports major contact center platforms including Genesys, Google CCAI, Kore AI, Amazon Connect, and other leading CCaaS and on-premises solutions across voice, chat, email, and SMS channels.
Agentic AI-powered CX assurance uses autonomous AI agents to automate testing, monitoring, and optimization of customer experience channels, proactively detecting and resolving issues without manual intervention.
The Cyara Agentic Platform is a unified solution that helps global enterprises test, monitor, and optimize customer experiences across voice, digital, and AI-driven channels. It is designed to reduce risk, accelerate innovation, and ensure consistent CX quality at every touchpoint.
Cyara Pulse 360 is the industry’s only AI-driven CX monitoring solution, providing real-time visibility across voice and digital channels in 145+ countries spanning 420+ carriers. Unlike other solutions, it verifies real-world customer experience rather than relying on simulated testing.
Cyara AI Trust is a generative AI testing suite that validates AI agent behavior, detects hallucinations and inaccuracies, and ensures alignment with internal governance policies and global regulations. Since early 2025, it has analyzed more than 500,000 AI-generated responses and reduced manual content reviews by 80%.
Test Case Designer is a no-code, visual-first test automation solution built specifically for CX teams as part of Cyara Velocity. It enables teams to create, maintain, and troubleshoot test cases more easily, and has already been adopted by more than 100 enterprise teams.
Cyara Intelligent Insights transforms complex CX testing data into actionable intelligence through customizable dashboards and real-time anomaly detection. Teams can track ongoing CX performance trends and drill down into data to surface insights tailored to their specific needs.
