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Cyara Customer Experience Assurance Platform

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Customer Success Showcase

Cyara Customer Success

See the real-world impact of CX assurance

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Consumer purchasing via mobile phone
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Our Mission:
Your Success

Customer experience (CX) isn’t just a buzzword in the contact center industry, it’s an imperative. Today’s business leaders recognize the positive impact of delivering exceptional customer interactions, as well as the negative implications of failures.

Organizations who assure their CX with Cyara typically experience a three-year ROI of 283%. They spend 90% less time dealing with SEV1 errors and recapture the value of 80% of abandoned callers. Due to less time spent manually testing and fewer calls being dropped, both agents and manual testers can work on other value-adding activities. Read Forrester’s report on the Total Economic Impact of Cyara.

Discover how Cyara has helped businesses like yours achieve better CX with less effort, cost, and risk!

Cyara Assures over 5 Billion Consumer Relationships

Global brands

3 out of 5

Most Valuable Global Brands

Health insurance

4 out of 5

Top Rated Health Insurance Companies

Auto insurance

4 out of 5

Top Rated Car Insurance Companies

Property insurance

3 out of 5

Top Property Insurance Companies

Tech companies

3 out of 5

Most Valuable Tech Companies

Electrolux:
A Complete CX Cloud Transformation

Electrolux
See the Case Study

When Electrolux launched a recent initiative to improve customer communications and the overall customer experience, they knew they needed to move to an omnichannel cloud contact center solution. Automated testing and monitoring helped ensure a smooth migration to Genesys cloud. In fact, by flagging previously undetected errors and alerting teams to latent quality issues, Cyara helped Electrolux improve their entire end-to-end customer experience while accelerating and simplifying the migration process.

Results achieved with Cyara:

  • Two-week regression testing cycles can now be completed overnight
  • Monitoring voice quality and digital channels from the customer’s perspective
  • Improved end-to-end call routing for better overall customer experience
Xchange 2021-Cloud AI Automation-Electrolux
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Reduce the time and effort required for testing

Manual testing processes threatened to cause delays in Electrolux’s timeframe for cloud migration, while also making it more difficult to proactively assess problems. Learn how Velocity and Pulse can dramatically reduce your testing cycles and improve accuracy.

Velocity icon

VELOCITY

Functional & Regression Testing

Pulse icon

PULSE

Customer Experience Monitoring

“In addition to reducing execution cycle from weeks to hours we get an improved quality on the outcome, allocation of less resources and a clear visibility of our contact centers in real time.”

—Juliano Tripodi, Agile Delivery Lead, Electrolux

Automated Testing Had a Major Impact for These Cyara Customers

Retail shopper with bags

Major US Retailer: Resolved a SEV1 Incident During Black Friday

Vattenfall Q&A: How is Cyara helping to expand testing coverage across multiple languages?

Vattenfall: Expanded Test Coverage while Shortening Testing Times

Xchange 2021-Using Automation to Kickstart a CX Transformation-Vanguard

Vanguard: Assured CX throughout Digital Transformation Initiatives

See how a major US retailer resolved a SEV1 incident during Black Friday, how Vattenfall expanded test coverage while shortening testing times, and how Vanguard assured their CX throughout digital transformation initiatives.

Woman walking with retail shopping bags

Customer Story: Major US Retailer

“If we didn’t have Cyara, we would have never been able to go Agile! Cyara has transformed our business as we can now roll out changes and test to the feature level in minutes. It’s very easy to use and the business loves it as they now just sign off on the Cyara reports I present.”
Learn More Customer Story: Major US Retailer
Vattenfall Q&A: How is Cyara helping to expand testing coverage across multiple languages?

Vattenfall Q&A: How is Cyara helping to expand testing coverage across multiple languages?

Daniel Possekel, Genesys Product Owner at Vattenfall talks on how he has been able to expand multilingual test coverage with the Cyara Platform.
Learn More Vattenfall Q&A: How is Cyara helping to expand testing coverage across multiple languages?
Xchange 2021-Using Automation to Kickstart a CX Transformation-Vanguard

Xchange 2021 Session Replay: Using Automation to Kickstart a CX Transformation

For businesses focused on measurable gains in customer experience, test automation may hold the key to directly impacting the customer, particularly in the contact center.
Learn More Xchange 2021 Session Replay: Using Automation to Kickstart a CX Transformation

Blue Shield of California:
Better Incident Management and CX

Blue Shield California
See the Case Study

With members often waiting in medical facilities to obtain treatment authorization, “no ring, no answer” IVR issues are unacceptable. Blue Shield equipped their teams with automated monitoring and visibility to quickly see granular, real-time details about failures, including issues spanning multiple systems. They were able to easily share incident details across teams, leading to greater collaboration, faster resolution times, and better oversight of status and issue prioritization.

Results achieved with Cyara:

  • 24×7 monitoring of end-to-end customer journeys
  • Improved IT collaboration for more effective incident management
  • Roll-ups of compliance data through executive-level dashboards
  • Faster issue resolution with real-time mobile alerts and visibility into incident details
Customer Interview: Benefits of Automated Testing
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See Where Issues Are Occurring in Real Time

Cyara dashboards and mobile app made it easy for Blue Shield of California to keep on top of incidents and overall system health. Learn how Velocity and Pulse can transform your IT teams.

Velocity icon

VELOCITY

Functional & Regression Testing

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PULSE

Customer Experience Monitoring

“We brought awareness to the IT and infrastructure teams to how their part played a bigger role in the whole.”

—Richie Gass, Sr. Manager of Telephony & Teleconferencing Services, IT, Blue Shield of California

Hear from Other Cyara Users in the Insurance Industry

Xchange 2020 Panel: Insights and Stories from the Virtual War Room

Humana: Enabled Remote Customer Interactions at the Start of the Pandemic

Vitality Q&A: How are Monday mornings different after weekend upgrades now that you are using Cyara?

Vitality: Avoided “Surprise” Outages on Monday Mornings

Xchange 2021-Using Automation to Kickstart a CX Transformation-Vanguard

US Health Insurance Provider: Transformed IVR Development with Automation

See how Humana enabled remote customer interactions at the start of the pandemic, how Vitality avoided “surprise” outages on Monday mornings, and how a leading US health insurance provider transformed their IVR development with automation.

Xchange 2020 Panel: Insights and Stories from the Virtual War Room

Xchange 2020 Session Replay: Insights & Stories from the Virtual War Room Panel

Linda Chen (Cyara), Jessica Kaufman (Humana), Cheryl Parsons (Capital Group) and Joe Eisner (AWS) give their insights & stories from the virtual war room in this panel at Cyara Xchange 2020.
Learn More Xchange 2020 Session Replay: Insights & Stories from the Virtual War Room Panel
Vitality Q&A: How are Monday mornings different after weekend upgrades now that you are using Cyara?

Vitality Q&A: How are Monday mornings different after weekend upgrades now that you are using Cyara?

Maddi Krishnan, Head of Resource Planning at Vitality talks about how much his Monday mornings have improved since implementing the Cyara Platform.
Learn More Vitality Q&A: How are Monday mornings different after weekend upgrades now that you are using Cyara?
Leading US Health Insurance Provider

Customer Story: Leading US Health Insurance Provider

A leading health benefits company in the U.S. needed to increase the speed-to-market of the innovative solutions they use to serve their health plan members. Learn how Cyara helped their CX transformation.
Learn More Customer Story: Leading US Health Insurance Provider
5 stars, Jan 26, 2021, "Cyara at Assurant"

“Cyara is robust and powerful, yet easy to learn and use. It will widen and deepen your testing efforts easily.”

See More G2 Reviews

Xchange 2020 Assurant - Mark Shaw
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Vodafone NZ:
Measurable Improvements in Customer Satisfaction

Vodafone
See the Case Study

Operations teams at Vodafone New Zealand felt that IVR downtime was harming their customer experience and reputation. Without visibility into when, where, and why errors were occurring, they had no way to proactively prevent and solve outages.

With Cyara, Vodafone was able to monitor the performance of all their CX systems and networks. They saved countless hours by automating and accelerating what had once been time-consuming, manual processes.

Results achieved with Cyara:

  • 100% of networks and systems tested and monitored through automation
  • Greater awareness and visibility into IVR downtime and other previously undetected failures
  • Positive improvement in customer sentiment toward their security operations center
Xchange 2021-Elevating CX through Proactive Monitoring-Vodafone
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Detect Outages Before Your Customers Begin Calling in Reports

Automated CX monitoring helped Vodafone NZ get ahead of reported problems, enabling them to proactively find and correct issues before they escalated. Learn how Cyara Pulse can help you ensure your voice and digital channels are always operating as intended.

Pulse icon

PULSE

Customer Experience Monitoring

“If you are serious about customer experience, if you’re serious about proactive monitoring, then Cyara is the solution for you.”

— Phillip Moore, Operations & OSS Manager, Vodafone NZ

Hear from Other Cyara Customers Focused on Flawless CX

Xchange 2020 Anthem - Maha Chandran

Anthem: Improved CX Quality While Doing More with Less

Buildings with Bank marquee, sunburst

Global Bank: Leveraged Automation to Reinvent Their Digital CX

Xchange 2020 Healthfirst - Ankan Mukherjee

Healthfirst: Eliminated “Surprise” IVR Issues with Automated Health Checks

See how Anthem improved CX quality while doing more with less, how a global bank leveraged automation to reinvent their digital CX, and how Healthfirst eliminated “surprise” IVR issues with automated health checks.

Xchange 2020 Anthem - Maha Chandran

Xchange 2020 Session Replay: Best Practices of Test Automation in the Contact Center

Mahalakshmi Chandran of Anthem outlines best practices of test automation in the Contact Center at Cyara Xchange 2020.
Learn More Xchange 2020 Session Replay: Best Practices of Test Automation in the Contact Center
Buildings with Bank marquee, sunburst

Customer Story: Removing Roadblocks to Seamless Customer Interaction

For this organization’s customers, convenient and seamless access to the bank’s financial expertise is critical for success. That’s why their team developed a strategy for reinventing the customer experience by going digital by design. Learn how Cyara helped this Global Bank improve its CX to provide an effective digital experience.
Learn More Customer Story: Removing Roadblocks to Seamless Customer Interaction
Xchange 2020 Healthfirst - Ankan Mukherjee

Xchange 2020 Session Replay: Re-Engineering QA through Automation

Ankan Mukherjee of Healthfirst discusses re-engineering QA through automation in a panel at Cyara Xchange 2020.
Learn More Xchange 2020 Session Replay: Re-Engineering QA through Automation

Agero:
Assuring Omnichannel Customer Journeys

Agero
See the Case Study

More than 115 million drivers depend on Agero’s roadside assistance solutions to send help when it’s needed most. With omnichannel interactions spanning voice, messaging, and web, Agero is committed to ensuring that the context of a customer’s call is carried over any channel transitions, in order to reduce response time and avoid errors in communication. Cyara helped Agero accelerate development cycles and enabled ongoing, around-the-clock monitoring to ensure their omnichannel technology always performs as expected at the “moment of truth.”

Results achieved with Cyara:

  • 24/7 testing and monitoring of all channels
  • Round-robin monitoring on specific client call flows
  • Accelerated release update schedule
Customer Interview: What a Good Customer Experience Means to Agero
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Don’t Leave Omnichannel Solutions Exposed to Multiple Points of Failure

Carefully designed, complex customer journeys require continuous testing and monitoring to be sure they deliver the experiences your customers expect. See how Cyara Pulse helps businesses like Agero maintain exceptional CX.

Pulse icon

PULSE

Customer Experience Monitoring

“Cyara gives us confidence in delivering the service through digital tools that our clients are increasingly asking for, and providing consumers with more options when using our services.”

— Robert Sullivan, Sr Director, Agero


Pitney Bowes:
Actionable Performance Data Leads to CX Improvements

Pitney Bowes
See the Case Study

Pitney Bowes’ customers rely on the ability to quickly access account details, check on the status of a delivery, or connect with a live agent for help with complex logistics. When facing IVR errors and call latency issues, manual testing yielded inexact data that made it difficult to pinpoint the source of a problem.

Automated testing not only reduced the amount of time and resources required to conduct testing, it enabled Pitney Bowes to accelerate project timelines, including their migration to a new Genesys cloud contact center platform.

Results achieved with Cyara:

  • Ensured uninterrupted customer journeys throughout a CCaaS migration
  • Decreased testing time by 40%
  • Implemented automated test calls every 5 minutes, 24/7
  • Collected quantitative data on latencies to identify and fix issues

Know Exactly Where Problems Are Occurring

Without real-time visibility into system errors and outages, IT needs to expend valuable time tracking down an issue before repairs can even begin. Meanwhile, your customer experience is being negatively impacted. Learn how Velocity and Pulse can improve your IT team’s efficiency and protect your CX.

Velocity icon

VELOCITY

Functional & Regression Testing

Pulse icon

PULSE

Customer Experience Monitoring

“It’s really beneficial for us to be able to escalate potential concerns to the business with factual data and say, ‘look at this Cyara data, seems something may not be working as we expect.’ ”

— Kate McLaughlin, Business Analyst, Pitney Bowes

See what else our customers have achieved with Cyara!

Money, Finace, Banking

Customer Story: One Step Ahead in Enhancing the Customer Experience

One of Canada’s largest banks has grown with Cyara, evolving from performance and stress testing to proactive problem detection. Working together, engineering and customer engagement teams have integrated Cyara Pulse into a holistic, unified dashboard that enables all contact center operations to be managed from a single screen.
Learn More Customer Story: One Step Ahead in Enhancing the Customer Experience
US Flag

Customer Story: US Financial Institution

Learn how Cyara helped a US financial institution save their contact center upgrade project – and staff mental health – by base-lining the entire system.
Learn More Customer Story: US Financial Institution
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Customer Story: Leading Canadian Bank

“The combination of the speed at which developers were able to use the Cyara platform… and the savings in terms of dedicated test resources made the Cyara platform a winning proposition.”
Learn More Customer Story: Leading Canadian Bank

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