Cyara Customer Success
See the real-world impact of CX assurance
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 + Spearline Assure over 5 Billion Consumer Relationships
6 of the top 10
Top Rated Health Insurance Companies
4 of the top 5
Top Rated Car Insurance Companies
7 of the top 10
Top Property Insurance Companies
4 of the top 5
Top Tech Companies in the World
4 of the top 5
Most Valuable Brands in the World
4 of the top 5
Top US Brands on Forbes Global 2000
3 of the top 5
Top Fortune 500 Companies
3 of the top 5
World’s Most Innovative Companies
Electrolux:
A Complete CX Cloud Transformation
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
Reduce the time and effort required for testing
VELOCITY
Functional & Regression Testing
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
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.
Customer Story: Major US Retailer
Vattenfall Q&A: How is Cyara helping to expand testing coverage across multiple languages?
Xchange 2021 Session Replay: Using Automation to Kickstart a CX Transformation
Blue Shield of California:
Better Incident Management and CX
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
See Where Issues Are Occurring in Real Time
“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
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 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?
Customer Story: Leading US Health Insurance Provider
“Cyara is robust and powerful, yet easy to learn and use. It will widen and deepen your testing efforts easily.”
Vodafone NZ:
Measurable Improvements in Customer Satisfaction
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
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
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
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 Session Replay: Best Practices of Test Automation in the Contact Center
Customer Story: Removing Roadblocks to Seamless Customer Interaction
Xchange 2020 Session Replay: Re-Engineering QA through Automation
Agero:
Assuring Omnichannel Customer Journeys
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
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
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’ 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
Functional & Regression Testing
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!
Customer Story: One Step Ahead in Enhancing the Customer Experience
Customer Story: US Financial Institution
