I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020.
As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win. Why? Because the vendors are being compared with a peer group of test automation vendors that form, based on Forrester’s research, the top 15 performers among all.”
The report describes Cyara has having a go-to-market that “focuses on testing contact center solutions that are modernizing delivery with Agile and DevOps, and it offers broad test automation capabilities.” The report cites Cyara for having “a leading position in the contact center testing space,” and goes on to state that Cyara “suits clients that need to test contact center apps that are running on or migrating to cloud and part of a broader enterprise digital transformation that focuses on CX.” Cyara received the highest scores possible in both the “Market Approach” as well as “Partner ecosystem” criteria, which we believe reflects our focus on meeting the testing needs of the contact center market.
In our opinion, our focus on contact center applications makes us unique among the vendors covered in this Wave. The other players all focus on web and/or mobile applications and are very complementary to Cyara. While Cyara offers web testing capabilities, we are focused on the use cases that are unique to contact centers, specifically web or mobile web in the context of a customer journey that spans or hops multiple channels (e.g. password reset where a consumer is on the phone with an agent, receives an SMS text leading me to a web page to reset my password), or a customer journey that spans self-service web to agent-assisted web (e.g. webchat, or call back).
Beyond the evaluation of specific vendors, the report provides good guidance for selecting testing solutions. The recommendation to look for a vendor that can “provide multiple testing capabilities plugged into functional test automation” in particular resonated with me. This is one of Cyara’s biggest differentiators from others in the contact center testing space. Cyara’s all in one platform spans testing throughout the software development lifecycle, from functional testing to performance and load testing, and all the way through to testing in production, which we call CX monitoring.
You can read more about this Wave on the Forrester blog, which also includes a link to the report for Forrester clients.