September 17, 2019
Cyara Automates CX Troubleshooting and Speeds Issue Resolution
Integrations with Splunk, Jira, and ServiceNow support more effective and faster issue resolution, and instant scheduling with IT tracking systems
REDWOOD CITY, Calif., September 17, 2019 – In a move to provide tighter integration between customer experience (CX) and broader IT and software development infrastructure, Cyara is now integrating the Cyara CX Assurance Platform with leading technology solutions for Agile, DevOps and incident management from Splunk, Jira, and ServiceNow. With these integrations, Cyara’s customers can more quickly and conveniently troubleshoot and resolve CX issues such as dropped calls or delays, and better utilize enterprise toolchains that support Agile software development and operations.
“Being on top of CX issues and immediately getting them into the development cycle for resolution is mission-critical for our customers,” said Alok Kulkarni, CEO and co-founder, Cyara. “Successful CX innovation requires continuous testing and test automation, and these integrations simplify and speed that process.”
By sharing CX data across previously disconnected systems, the new integrations eliminate duplicative work and optimize workflows for enterprise teams to respond to customer-impacting issues, reducing time to resolution and ultimately enabling enterprises to deliver higher quality CX, faster.
Consolidated IT Monitoring with Splunk
Cyara can now send alarms, clearing events and monitoring data feeds to Splunk. Cyara’s detailed outside-in perspective on CX performance provides key insights and complements the internal, log-related data traditionally housed in Splunk. By correlating data from Cyara and internal systems, CX and IT professionals can quickly identify the root cause of CX issues. For example, Cyara data may identify that customer information was incorrect on a web page or in an IVR prompt, and the underlying log data could reveal the root cause, such as a specific middleware server.
Automated Defect Tracking with Jira
Integration with Atlassian’s Jira, a popular solution for managing software development and defect tracking, will allow for efficient bug reporting. Through this integration, defect reporting and tracking becomes an automated process facilitating continuous testing and rapid iteration. IT technicians can now create a Jira defect directly from within Cyara while they are reviewing test results. That tracked defect in Jira remains linked to Cyara’s functional test results, making issue details and even call recordings easily accessible, facilitating defect resolution.
Streamlined Ticketing and Support with ServiceNow
The Cyara platform, which monitors CX systems and delivers real-time issue alerts via desktop or mobile phone, can now create tickets in the ServiceNow IT ticketing system, enabling rapid response and reduced mean time to repair. Once Cyara identifies an operational issue in the customer experience, a Cyara user can initiate a ServiceNow ticket, automatically populating the information captured by Cyara directly in the Cyara monitoring results page or Pulse Dashboard. To facilitate collaboration and coordination, other Cyara users are notified of new tickets via Push Notifications to the Cyara Pulse Mobile App and within the Cyara web portal.
For more information, read the Three New Integrations to Streamline Your DevOps Practice blog post.
The Cyara CX Assurance Platform
The award-winning Cyara CX Assurance Platform helps companies accelerate CX development, increase quality across all digital and voice channels, and assure the quality of customer journeys from beginning to end. Cyara’s automation and collaborative environment helps organizations rapidly innovate their CX. Cyara then puts CX systems through extensive performance and load-testing, ensuring systems work at scale. Finally, Cyara delivers real-time CX insights via desktop or mobile phone, enabling customers to identify any issues and troubleshoot problems. Cyara’s customers include leading brands across a variety of consumer and business segments including technology, insurance, finance, travel, and retail.
As the world’s leading CX Assurance platform provider, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit cyara.com.