Metrigy Research:
CX Assurance for AI-Powered Contact Centers
An independent look at what it takes to test AI agents before they reach customers
Companies finding AI success are 2.2x more likely to use advanced CX assurance tools than their peers… are you?
As AI continues to shift the way enterprises and their customers interact, the companies finding the most success are those that prioritize automated CX assurance.
In this independent business value analysis, research firm Metrigy evaluates how leading organizations are testing, monitoring, and optimizing their AI agents. The report compares vendors to help you understand what separates the companies deploying AI with confidence from those taking on risk they can’t see coming.
Sixty-three percent of high-performing companies already use automated CX testing and assurance tools, compared to just 28.8% of their lower performing peers.
Key takeaways:
- 60%+ report improved customer retention through minimized disruptions
- 64% achieved operational cost reductions
- 50% got to market faster through accelerated test cycles
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Excellent and reliable IVR testing
What truly sets Cyara apart is their support team. They’re responsive, knowledgeable, and went the extra mile to ensure we were using best practices when setting up our testing scenarios. We now run campaigns daily, with some tests repeating hourly. Cyara has helped us maintain a high level of quality and confidence in our systems.
Mohammad S.
Dir. IT Telecommunications | Enterprise
Game Changer for Automated CX
Cyara is the gold standard for automated customer experience (CX) assurance. What stands out most is its ability to simulate real-world customer interactions across voice and digital channels with astonishing accuracy.
Surajit N.
QA Consultant | Enterprise
Cyara: An Excellent and Stable Testing Platform
The scripting is relatively simple and very simple to use.
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