Platform:

Call Routing and Agent Desktop Testing

Call Routing and Agent Desktop Testing

Test the Customer-to-Agent Experience End-to-End

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Customer experience must be delivered with perfect execution which means that the customer-to-agent experience end-to-end, must be flawless. The whole omnichannel customer journey must be tested including the last link in the chain, the agent experience. From answering calls, placing calls on hold, looking up account details and getting information from a CRM and many other applications, the agent is the human link that connects your customers to you. A poor agent experience affects the overall customer experience.

Cyara’s Call Routing Testing Enables You To:

  • Test agent call routing by simulating agents and agent activity and Computer Telephony Integration (CTI) functions
  • Validate that correct information is delivered to an agent

Cyara’s Agent Desktop Testing Enables You To:

  • Automate and mimic real-life agent interactions and workflows
  • Validate application content and behavior, including screenpop contents and application functionality
  • Measure and validate desktop application timing and responsiveness
  • Provide drill-down, out-of-the-box reports

The Cyara CX Assurance Platform executes your complete customer journeys end-to-end, across voice and digital channels, and from self-service through to agent-assisted service. Agent call routing and desktop capabilities are provided through the Velocity, Cruncher, and Pulse solutions. Read Are Calls Getting to the Right Agent in your Contact Center? blog.

Resources

Read about Cyara’s CX Assurance Platform

Learn more about Cyara’s CX Assurance Platform

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Velocity Datasheet

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Cruncher Datasheet

Read more about Cruncher and share the datasheet with your colleagues

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Pulse Datasheet

Read more about Cyara Pulse and share the datasheet with your colleagues

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See how call routing and agent desktop testing can help you achieve your CX innovation goals, and delight your customers.

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