Partners:

Amazon Connect + Cyara

Cyara is a certified Amazon Web Services (AWS) Partner Network (APN) Standard Technology Partner. APN is a group of cloud software and service vendors who have earned endorsement from AWS after meeting several criteria.

Cyara supports Amazon Connect, a self-service, cloud-based contact center service from AWS. Cyara is the first APN partner to provide a CX assurance solution – encompassing CX design, testing and monitoring – to support customers using Amazon Connect.

How the Cyara CX Assurance Platform Works

The Cyara Platform generates real-world traffic coming into the contact center, placing interactions from the phone (IVR), web, web chat, SMS, email or other channels, as though they were from a unique customer with a unique customer journey.

Cyara works across the software development lifecycle to accelerate on boarding and migration to Amazon Connect, and to assure quality with functional and regression testing, performance and load testing and ongoing monitoring of your new Connect deployment.

How Cyara Works with Amazon Connect

The Cyara Accelerator for Amazon Connect helps you accelerate your migration, improve quality throughout the development cycle and gain confidence that your new contact center is working as designed.

There are five easy steps to migrating your contact center to Amazon Connect with the Cyara Accelerator.

Cyara can crawl your existing IVR and automatically create a CX model that documents the details of your current call flows, creating a baseline

You can then import this baseline document into Amazon Connect, and automatically create an Amazon Connect Flow, including populating the flow and prompts

Once you’ve fleshed out the Amazon Connect Flows, you can then run functional and agent voice quality tests, based on test scripts automatically created from the baseline documentation Cyara creates

Once your code is ready to deploy, you are ready to run a pressure test to ensure that you are ready to run at scale

Finally, once in production, the Cyara Accelerator will help you monitor your CX from the customer’s perspective, ensuring that your CX applications are performing as designed.

Key Differentiators

Most Comprehensive CX Assurance Platform

Support the broadest CX assurance needs design through functional and regression testing to performance testing and production monitoring. See Test Across All Levels of Your Architecture.

Maximum Automation

Increase CX quality by maximizing automation around testing and monitoring, including automated discovery of your current CX, and automated test script creation and maintenance

Easy to Use

Intuitive interface for building test scripts – no coding required – and ability to share test scripts across the assurance lifecycle

End-to-end Testing and Monitoring

Assure journeys comprehensively from self-service through to agent-assisted service, and even assure the agent desktop experience

Global In-Country Dialing

Make synthetic local calls from countries across the globe to identify voice quality issues, test carrier connectivity, and toll-free number routing. Read more.

Test Omnichannel Journeys

Assure journeys in the widest array of voice and digital channels, including IVRs, agent routing, web, chat, chatbots, SMS and email, and journeys that span and hop multiple channels. Read more.