Cyara

Cyara Customer Experience Assurance Platform

CEO’s Desk

CEO’s Update – Q2 2024

Rishi Rana

Rishi Rana | CEO

The first half of 2024 has been a period of significant achievement for our team at Cyara, and I wish to take this opportunity to highlight our latest progress and thank you for your continued support as our valued customer. Based on your latest inputs, we are the topmost in the industry at 59 positive NPS score. We also welcome 46 new businesses that have joined us in our journey to learn and grow with you with our high net-retention – topmost in the industry.   

Since the beginning of the year, we have introduced several new, innovative features to our AI-led CX Assurance SaaS platform, designed specifically to help you deliver exceptional customer experience (CX). Our Platform uptime is at a near perfect 99.9% since January. Overall, Cyara assures over 225 million customer journeys each year, testing and monitoring 12 billion seconds of customer traffic for hundreds of top Fortune 2000 brands. As you seek to introduce new, competitive CX channels into your offerings, I’m pleased with the steps we’ve taken to continue in our role as industry leaders and to provide you with the solutions you need to delight your own customers. 

Product Update 

We’ve heard your feedback and have made several improvements to our solutions to better meet your needs. These improvements to our AI-Led CX Transformation platform showcase our dedication to developing first-rate CX assurance solutions, with advanced and easy-to-use capabilities, so that you can always drive quality customer interactions.  

Conversational AI growth 

  • Natural Language Processing (NLP) Advanced Analytics in Botium: With the launch of our NLP Advanced Analytics, Cyara Botium is the destination for NLP bot testing, monitoring, and optimization, allowing you to benchmark and improve your actual NLP models. Building on Botium’s previous NLP testing capabilities, our new NLP Advanced Analytics makes it possible to ensure your updates are improving customer interactions and increasing customer satisfaction. Learn more by reading our Natural Language Processing (NLP) Advanced Analytics, Training, & Testing Datasheet. 
  • Generative AI Large Language Model (LLM) Capabilities in Botium: Botium users will have access to AI-driven modules built to enhance key areas of the product and deliver advanced logic and controls to your conversational AI bots, starting with increased fact checking capabilities. More details on this to come. Find out how you can mitigate risk by testing and monitoring your LLM-powered bots. 
  • QBox Integration: Toward the end of 2023, Cyara announced the acquisition of QBox, with the goal of greatly expanding our conversational AI testing capabilities. The recent expansion of Botium’s capabilities marks a massive step forward in our mission to assist you throughout your development journey to deliver quality chatbots at scale. Read more. 

Monitoring and Agent Focus Growth 

  • New ResolveAX Dashboards: We listened to your valuable feedback, and I am pleased to let you know that we have released three new intuitive dashboards for ResolveAX, offering new levels of detail into your agent and contact center performance. The three dashboards are: Call Outcomes dashboard with Enhanced Call Classification, Agent Proximity dashboard, and an Alert History dashboard. Read more. 
  • Number Trust: Released earlier this year, Cyara Number Trust is a call line identification (CLI) assurance solution that allows you to visually monitor how your customers are receiving your outbound calls. Learn more. 

Transformation Products Growth 

  • SMS Testing: The Cyara SMS solution is an API that enables you to test the delivery to and from mobile carriers in over 50 countries. Through the Cyara SMS API integration, you can test applications such as SMS for 2FA, SMS for fintech, and SMS for alerts and notifications. Discover how you can assure flawless SMS and email interactions. 
  • Expanded CVAs: Cyara Virtual Agent (CVA) for Genesys Cloud CX offers new chat capabilities in complement to the many CVAs we’ve built to test specific platforms and functionality so that any company, with any contact center platform can assure their customer journeys. Read this blog to learn more. 

Industry Recognition 

I’m extremely proud to share several awards that Cyara has received this past quarter. As always, Cyara is committed to innovating in the CX industry and leading the charge to deliver better quality customer interactions. Most recently, Cyara has received the following recognition: 

Conferences and Events 

Over the past several months, the team and I have greatly enjoyed the opportunity to meet with many of you in person while attending several industry events. Personally, I had the opportunity to attend CCW in Las Vegas, and Cyara also had a presence at Genesys Xperience in Las Vegas, and NICE Interactions in Las Vegas and the UK. We look forward to connecting with you at a future event! 

Webinars 

As part of our mission to enable you to overcome CX issues and provide guidance on the best ways to improve your CX offerings, we recently teamed up with one of our partners, Teneo.ai to host a webinar titled “AI Revolution in Customer Care: Optimizing Contact Centers with Generative AI.” During this webinar, our very own Senior Director of Digital, Christoph Börner joined Chris McManus of Teneo.ai to discuss how Generative AI and LLMs are transforming customer interactions. In case you missed it, you can watch the full recording.  

Looking Ahead 

I remain committed to delivering excellence in everything we do. Your satisfaction and success are our top priorities, and I will continue to strive for excellence in serving you.  

As always, your feedback is essential to us. If you have any questions, comments, or suggestions, please do not hesitate to reach out to me directly or contact your dedicated Cyara representative. 

Thank you for choosing Cyara. I am honored to be your partner on this journey and look forward to continued collaboration and success together.  

Rishi Rana   |  CEO