August 15, 2019
Cyara expands client base, launches solutions to accelerate and assure contact center migrations to the cloud
REDWOOD CITY, Calif., August 15, 2019 – Cyara closed its 2019 fiscal year with 60 percent year-over-year SaaS bookings growth, an 84 percent increase in year-over-year renewal bookings, and with 95 percent customer retention. The company also launched a mobile app for its customer experience (CX) assurance platform, joined the Amazon Web Services (AWS) Partner Network (APN), and launched migration solutions for cloud-based contact centers, including the Cyara Accelerator for Amazon Connect.
“Cyara’s growth is driven by the increasing demand of brands around the world to exceed their customers’ expectations and deliver stellar CX,” said Alok Kulkarni, CEO and co-founder of Cyara. “We see an increasing commitment to CX innovation enabled by digital transformation—from Agile and DevOps methodologies, to cloud-based contact centers. Cyara is supporting those CX transformations, helping leading brands quickly innovate to achieve and sustain the highest levels of CX.”
The company saw a significant increase in global demand for its CX assurance platform across industries such as technology, insurance, finance, and utilities. New customers included Enacomm, Equiniti, Homesite, Medica, and Texas Windstorm Insurance. For established customer accounts, Cyara earned a 91 percent Customer Satisfaction (CSAT) rating, and a Net Promoter Score (NPS) of 77—a world-class ranking by NPS standards.
Support for Cloud-Based Contact Center Migrations
Cyara launched the Cyara Accelerator for Cloud Migration to automate and simplify the migration of contact centers to the cloud—de-risking what can otherwise be a long, complex, and often labor-intensive project. The Cyara Accelerator technology enables brands to transition smoothly to a variety of cloud-based contact center platforms, including those offered by Amazon Connect, Genesys, NICE inContact, RingCentral, and Twilio.
Cyara also launched the first of a series of platform-specific solutions, Cyara Accelerator for Amazon Connect, which adds the ability to discover and import existing customer experience (CX) designs directly into an Amazon Connect call flow.
New Mobile App
Cyara put real-time CX incident management in the palm of customers’ hands with its new Cyara Pulse Mobile App. This app makes it possible for CX business and operations teams to monitor their CX systems across all channels, quickly identify CX problems, and accelerate issue resolution. The app is highly customizable and enables users—from IT operations managers to business executives—to create a personalized dashboard of critical CX metrics.
Cyara’s advanced technology caught the attention of industry observers. TMC, a global, integrated media company, named Cyara 2019 CUSTOMER Product of the Year Award winner, and a recipient of a 2019 CRM Excellence Award, presented by CUSTOMER Magazine. Cyara was also selected as a Frost & Sullivan Excellence Award recipient for the third consecutive year. Alok Kulkarni, co-founder and CEO of CX leader Cyara, was also accepted into Forbes Technology Council, an invitation-only community for world-class CIOs, CTOs, and technology executives.
Cyara continues to grow its employee ranks, with headcount growing 14 percent. George Skaryak joined Cyara’s executive team in the first half of the year as its new executive vice-president, worldwide sales, and he has added a regional sales VP, Rich York, to his team. In addition, Jeff Flores joined as vice-president of channel sales, a new position focused on expanding Cyara’s reach through strategic partnerships and distribution channels.
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 Velocity’s automation and collaborative environment helps organizations rapidly innovate their CX. Cyara Cruncher then puts CX systems through extensive performance and load-testing, ensuring systems work at scale. Finally, Cyara Pulse 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 https://cyara.com.