Top UK Bank Implements Natural Language to Improve Customer Service with the Help of Cyara

Automated customer experience testing speeds innovation, reducing manual testing by 60%, and improves customer service

SAN FRANCISCO, CA – July 23, 2015 — Cyara recently published a new case study on a top UK bank with a crowded DTMF IVR menu with no room to move, a high transferred call rate, and increasing pressure to do more with less. With a mandate to provide an outstanding customer experience, the bank developed a natural language application to better serve their customers and used Cyara to validate and test the actual customer experience.

Highlights of the Project:

  • 60% reduction in testing time, from 12-14 weeks down to 5 weeks
  • Cut the number of testers needed from 15 to 4
  • 73% reduction in time taken by testing staff
  • Cut average handle time by 18 seconds
  • Reduced call transfer rate by 8 to 10%
  • Raised customer satisfaction scores by 15 points

A senior manager at the bank said, “We had been looking on and off for quite a few years to find a tool that would take the pressure off our testing resources.” In fact, the team had been planning and preparing with Cyara for more than two years. The bank chose the Cyara Platform because there was no need for additional specialist skills, and it supported the bank’s full solution lifecycle–from functional, regression, and load testing to monitoring.

Alok Kulkarni, CEO of Cyara, said, “Using Cyara, our customers are able to confidently undertake major projects to transform their business. Cyara’s automated testing and monitoring dramatically saves both time and money, accelerating innovation and finding defects early before they impact customers. In fact,” Kulkarni added, “our research shows that Cyara’s customers innovate 40 to 70% faster than their peers, shaving significant costs from their development projects.”

About Cyara
Cyara is the global market-leading provider of an omni-channel customer experience testing and monitoring platform and was recently named a Gartner Cool Vendor in CRM Customer Service and Support, 2015. Cyara enables its customers to rapidly innovate while dramatically reducing the cost of development and testing and the risk of exposing their customers to poor customer experiences. Every day, millions of flawless customer interactions are delivered by some of the most recognizable brands in the world utilizing the Cyara Platform.

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