Whenever your CX channels fail to meet rising customer expectations, your brand loses out on key business. All it takes is a few seconds of downtime to drive your customers away. Yet, many businesses still rely on legacy systems and outdated manual CX testing and monitoring processes, leading to an increasing number of defects in the live environment.
Learn more about Cyara’s six innovations for 2025.
As the next step in our journey to provide you with a fully integrated, unified platform for CX assurance, Cyara is introducing six innovations for 2025. Together, these advancements to the Cyara platform empower you to test, monitor, and optimize omnichannel interactions throughout the entire CX development lifecycle.
With these newest innovations to Cyara’s AI-Led CX Transformation Platform, you can continuously test, monitor, and optimize your customer journeys in real-time, improve your operational efficiency, accelerate time to value, and deliver quality customer experiences, regardless of the channel your customers use to connect with your brand.
Pulse 360
More than just a CX monitoring solution, Pulse 360 is the industry’s only AI-driven CX monitoring solution with real-time visibility across voice and digital channels, testing real customer experiences across 150+ points of presence and 320+ carriers. With unmatched visibility and real-time monitoring, you can ensure you’re always delivering exceptional customer interactions. Receive a comprehensive overview of your entire CX performance across IVR, voice, SMS, chat, email, web, and more. When you leverage Pulse 360, you can be confident you’re delivering seamless, optimized interactions, while still reducing risk and preventing churn.
Test Case Designer
Test Case Designer makes it easier than ever to create, maintain, and troubleshoot test cases. As part of Cyara Velocity, our Test Case Designer offers an intuitive, no-code, and visual-first solution to reduce the effort necessary to maintain and manage your test cases.
Test Case Designer:
- Makes test creation easier and more accessible.
- Highlights errors and failures in real time, so you can reduce troubleshooting efforts.
- Differentiates voice, chat, email, and SMS interactions for easier management.
- Enhances test accuracy and long-term system reliability.
In the future, Test Case Designer will make it possible for one test case to flow throughout the entire customer journey.
Cyara Agent Assist Assurance (Cyara AAA)
Cyara AAA is the market’s only solution that validates agent assist applications to ensure your agents always have all the information they need right at their fingertips to deliver quality customer service. With Cyara AAA, you can rest assured your agents will benefit from precise and timely assistance, even during periods of peak traffic.
Cyara AAA is part of Cyara Virtual Agent (CVA), which allows you to automatically simulate customer interactions and overcome the labor of manual testing. CVA empowers you to easily assess test call routing, data accuracy, and CTI performance, so your agents can focus on delivering exceptional customer service.
Currently, Cyara AAA supports Genesys, Google, and Kore AI, with more integrations on the way.
With Cyara AAA, you can:
- Ensure accuracy for quality conversations.
- Reduce QA testing time from hours to minutes.
- Meet your customers’ needs faster than ever.
- Optimize your organizational efficiency and boost your ROI.
Intelligent Insights
Cyara Intelligent Insights is an AI-driven insights engine, empowering you to build your own dashboards and leverage data more effectively. With Intelligent Insights’ customizable dashboards, you can track ongoing trends in your CX performance and identify any anomalies in real time, so you can make smarter decisions, resolve issues faster, and mitigate customer impact.
With Cyara Intelligent Insights, you can:
- Mitigate issues faster: Accelerate issue resolution processes with AI-driven anomaly detection and automated trend tracking capabilities.
- Leverage self-service business intelligence analytics: Build your own centralized dashboards and reports to dig deeper into key metrics.
- Optimize customer interactions with confidence: Reference historical data and ongoing trends to pinpoint areas for improvement.
Cyara Copilot
Cyara Copilot is an intuitive, in-app assistant that helps you maximize productivity through AI-powered automation. Copilot helps you overcome routine, low-hanging tasks, so you can focus your effort on more complex processes necessary to deliver high-quality interactions.
Copilot’s key functions include:
- Automatic test case generation: Create basic test case scaffolding that can be enhanced and refined to suit your needs.
- Identify key data points: Copilot provides the top five pieces of information from your dashboard that you need to know.
- Effortless report access: Retrieve reports with a single prompt for instant insights.
- Optimize product usage: Understand how you can more effectively leverage Cyara’s solution suite with tips, tricks, and best practices.
Cyara AI Trust Misuse
Last year, Cyara unveiled its conversational AI testing suite, AI Trust suite. AI Trust is the industry’s only solution focused on mitigating LLM-related reputational, financial, and compliance risks. The first module, FactCheck, empowers you to overcome potential hallucinations by testing your bot’s accuracy, and alerting you of any issues that may arise in production.
Now, you can also eliminate the risk of generative AI misuse with our latest testing module, Misuse. Misuse targets instances of malicious intent, harmful content generation, and data leakage, empowering you to reduce business liability, ensure compliance, and gain a competitive edge with accurate bots that build customer trust. With Misuse, you can pinpoint areas where your bot is most exposed to misuse attempts and take steps to address the issues before your customers are impacted.
Eradicate Bad Customer Experience with Cyara
Together, these six innovations mark the next era of CX assurance. As we continue to lead the charge to help you exceed customer expectations, Cyara remains focused on building out a single, unified platform from which you can test, monitor, and optimize all your CX channels.
When you choose Cyara, you’ll realize the benefit of our end-to-end, comprehensive, AI-Led CX Transformation Platform, including:
- Omnichannel CX assurance
- Automated monitoring and optimization
- AI-augmented testing and assistance
- Smarter decision making
- Proactive risk mitigation
Contact us to schedule a personalized demo of our latest innovations and learn how you can achieve your CX goals or visit cyara.com for more information.