Cyara and Genesys PureConnect

Cyara CX Assurance Platform integrates with Genesys PureConnect to help you provide a flawless customer experience. And, since the customer experience involves the agent, Cyara tests the agent experience to assure calls and data get routed to the right agent in your contact center, with the right data, and that the experience is flawless.

The Cyara Platform’s agent testing includes:

• Testing the customer-to-agent experience end-to-end
• Mimicking real-life agent interactions and workflows
• Ensuring that the CTI infrastructure is operating properly
• Ensuring that the routing of calls goes to the right agents
• Validating that correct information is delivered to an agent
• Measuring and validating desktop application timing and responsiveness
• Reusing test cases for functional, regression, and load testing, as well as monitoring

Agent routing and desktop testing finds defects sooner, increases agent efficiency, reduces labor costs, increases customer retention and revenue, and reduces agent churn.

Cyara simulates real-world customer interactions, and engages with your CX applications to ensure journeys happen exactly as you designed them. Cyara crawls your IVR and automatically creates CX Models, which in turn generate test cases. Then, the system generates synthetic interactions based on the details in those test cases. Cyara supports the broadest range of interaction channels — voice, web, chat, chatbot, email and SMS. We offer the broadest scope — from CX design, through functional and regression testing, to performance testing and production monitoring.