March 18, 2019
Cyara Puts Real-Time CX Incident Management in the Palm of Your Hand
New mobile app enables enterprises to see the overall health of their omnichannel CX systems and rapidly resolve incidents
Redwood City, CA.
Cyara has launched the Cyara Pulse Mobile App, making it possible for CX business and operations teams to monitor their customer experience (CX) systems across all channels, quickly identify CX problems, and accelerate issue resolution. This new app is highly customizable, ensuring that users, from IT operations managers to business executives, can tailor their mobile dashboards to deliver the information they need to ensure flawless CX. IT operations leaders now have instant access to a dashboard that integrates incident management and automated troubleshooting across voice, web, SMS and email CX channels.
“Cyara’s new Pulse Mobile App gives our customers a 50,000-foot view of the health of their CX systems, plus the ability to drill down to the ground level to understand and resolve issues — all from a mobile device,” said Mike Monegan, vice president of product management at Cyara. “More importantly, users can take action from the app to coordinate a team response, share important updates and alerts, or even track time-to-recovery metrics from the end-customer perspective.”
The Pulse Mobile App expands the capabilities of the Cyara Customer Experience Assurance Platform and equips CX teams to better understand the operational status of even the most complicated infrastructure. By generating synthetic customer and agent interactions, Cyara uncovers customer experience issues that would otherwise go undetected. The app provides a holistic view of CX operational data across all channels and technology platforms, visually highlighting both failures and marginally satisfactory journeys that need attention.
“The Pulse Mobile App makes it easy for us to keep on top of incidents and overall system health,” said Richie Gass, senior manager of telephony and conferencing services, Blue Shield of California. “It’s really flexible, and each person can zero in on their highest priority. The flexibility means that my engineers get alerts and the technical details they need to resolve the problem quickly, while my executives get a roll-up to understand the big picture and business performance.”
Customizable dashboards — Companies can tailor the Pulse Mobile App for each individual user’s role. Dashboards can be organized in several ways, including by business unit, customer type, or by channel, and can be filtered by whether the journeys are failed, satisfactory, or successful. For example, a financial institution can display customer journeys by business categories such as business or retail banking, credit card, and home mortgage — giving different internal teams and business units easy access to the specific data they need.
Each user can also set the thresholds to define failure and success rates, adjust the look-back periods, and customize alert settings — for example opting to receive routine updates via email and urgent notifications via mobile app notification.
Immediate and automated troubleshooting — Users can easily filter customer journeys by failed, satisfactory, and successful, making it easy to focus in on the highest-priority issues. Once an incident is identified, automated troubleshooting allows users to link test cases to help isolate and resolve the issue, directly from the mobile app. If one test case fails, another can be set to automatically kick off, streamlining the routine tests needed for root cause analysis.
Simplified CX collaboration — The Pulse Mobile App makes it easy for users to collaborate and share Cyara-generated information via any collaboration app, including Slack, Skype, email, and messaging. With a single click, users can share the details of a failure with colleagues, simplifying the task of marshalling the necessary resources to rapidly resolve the incident.
For more information on Cyara Pulse Mobile App:
- Online product video and click-through product tour
- Blue Shield of California Case Study and Blue Shield of California video
- Product downloads via the Apple App and Google Play stores
- Cyara Pulse overview and resources
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.