With each advancement in contact center technology, CX evolution is accelerating. As customer expectations evolve, AI-powered tools have become a critical component to any effective contact center strategy. To truly realize the maximum value of your business’ CX investments, you must ensure you’re embracing AI-driven, scalable solutions, or risk falling behind the competition.
Learn how Cyara is ushering in the next stage of CX assurance with six innovations to help you deliver seamless, reliable, and efficient experiences across voice, digital, and AI-powered channels.
At Cyara Xchange 2025, Cyara’s CEO, Rishi Rana, spoke about how Cyara will create and reimagine the future of CX assurance. Today, we’re setting the standard for what it means to eradicate bad customer experience by helping you continuously optimize, improve, and assure every customer journey.
And as the future comes into focus, it’s clear the next generation of CX assurance will go further, giving “omnichannel experience” broader meaning. Beyond the contact center businesses will realize revenue opportunities driven by positive experiences and happy customers.
Cyara Announces Six Innovations for Next-Gen, AI-Driven CX Assurance
Innovation stood at the forefront of many of the conversations throughout Xchange 2025, as many businesses are redefining how they connect and communicate with customers with conversational, generative, and agentic AI-powered systems.
So, it was with much excitement Cyara CEO, Rishi Rana, announced six innovations to Cyara’s AI-Led CX Assurance Platform for 2025 and beyond. These innovations will help Cyara customers deliver better interactions and ensure seamless CX with unified testing and monitoring solutions.
These innovations are:
- Pulse 360: The industry’s only AI-driven CX monitoring solution with real-time visibility across voice and digital channels, including the capacity to test customer experiences across 130+ countries and 380+ carriers.
- Test Case Designer: The first truly no-code, visual test automation tool for CX teams.
- Cyara Agent Assist Assurance (Cyara AAA): The only solution capable of validating Agent Assist Applications.
- Intelligent Insights: Leverage actionable CX insights with customizable, shareable dashboards, AI-driven anomaly detection, and trend tracking, without the need for additional IT support.
- Cyara Copilot: As Cyara’s first step toward Agentic AI, Copilot helps you boost productivity with automation and intelligent guidance, both within the Cyara platform and Slack.
- AI Trust Misuse: The newest module in the Cyara AI Trust testing suite empowers you to prevent your bots from generating harmful and inappropriate answers to customer queries.
CX Leaders Embrace Automation and Innovation
Additionally, CX and business leaders who attended Cyara Xchange had the chance to experience hands-on, interactive panels and workshops. These sessions provided an in-depth look into the Cyara platform and best practices for contact center assurance and innovation.
One attendee said, “I enjoyed being able to see the in-depth perspective on the NLP advancements & misuse flags. The fundamentals were simple enough to absorb, but also reminded the audience about the full breadth and power [Botium] can provide.”
Another workshop participant echoed this sentiment by saying, “I learned about new ways to automate testing, advanced enhancements, and ways that can improve my company’s bot.”
Additionally, one Xchange attendee said they learned, “everything new about the new advancements that Cyara provides and the modules that are highly advanced that can improve my company’s current bot.”
Additional Highlights from Xchange 2025
Over the course of the two-day event, CX professionals, industry experts, and business leaders gathered to discuss the top-of-mind subjects affecting how businesses connect with and delight their customers.
Across the many interactive breakout sessions, technical workshops, panels, and knowledge-sharing opportunities, we shared insights into a wide range of topics, including:
- Unlocking innovation across existing organizations: In Xchange’s keynote presentation, Amy Wilkinson from the Stanford School of Business, shared tips for unlocking innovation across existing enterprise organizations.
- Enhance customer engagement with effective number testing: Thought leaders and CX experts from Microsoft and Salesforce joined us to share their experiences maintaining quality and reliable global phone numbers with Cyara Voice Assure’s automated, proactive number testing and monitoring.
- Improve speed and quality across the development lifecycle: In this conversation, Lyndon Nicholson, Senior Infrastructure Engineering Advisor at Cigna, discussed how his team manages automated testing across various tech stacks and CX environments to deliver quality interactions.
- Cyara enterprise AI strategy and roadmap: Christoph Börner, VP of Engineering at Cyara, provided a deep dive into the enterprise strategy driving Cyara’s AI and product innovation for 2025 and beyond.
- The future of CX monitoring: This session offered an in-depth look into Cyara’s new, AI-led CX monitoring and analytics solutions: Pulse 360 and Intelligent Insights.
- CXChronicles Podcast: Adrian Brady-Cesana joined us on-site at Xchange to interview business and CX leaders from leading global enterprises including Microsoft, Instant Teams, Forethought AI, and Cyara to find out how AI and automation are reshaping customer experiences and the contact center ecosystem.
Unlock Your CX Potential with Cyara
Xchange 2025 may be over, but our journey to help you deliver exceptional CX is far from done. As we continue to push into the rest of 2025 and ring in the future of CX, Cyara remains committed to delivering the solutions you need to take your CX to the next level and realize the true potential of your contact center investments.
We’re excited to see you next year!
“The Cyara Xchange was Educational, Motivational, and Enabling. The venues, social mixers, and the food were all fantastic, the workshops were great and informative. I left Amy Wilkinson’s speech feeling so excited and motivated for the future, in my opinion she needs an invitation to speak at every Cyara Xchange.”
“Getting to meet and know so many people from the Cyara team and leadership was an exceptional part of the experience, and I loved getting to meet other people who use the Cyara product and hearing their point of view on how they use the many aspects of the product.”
“Overall, in so many ways, it was such an amazing experience. Thank you for all your hard work, if the Xchange were a ball at Yankee stadium, you guys were Babe Ruth and smashed it out of the park!”
Learn more about Cyara’s six new innovations for 2025 or contact us to schedule a personalized demo today.
