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Cyara Customer Experience Assurance Platform

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Cyara Platform:
Cloud Contact Center Monitoring

Deep Visibility, Observability & Control over CCaaS CX

Talk to an Expert
Cyara Pulse dashboard among cloud graphics

In our increasingly cloud-based world, organizations are swiftly embracing the model’s scalability and cost-saving advantages. However, this operational transition to the cloud brings with it fresh challenges, particularly in maintaining the quality of customer experience (CX). As businesses transfer the responsibility of managing the technical complexities inherent in their CX environments to cloud contact center (CCaaS) platform providers, there emerges an urgent requirement for effective cloud contact center monitoring. This oversight is critical to ensure high-quality CX within the vast, intricate, and vendor-managed ecosystems that companies now rely on.

The globalization, digitization and sophistication of conducting business advances every day. To ensure that their scaling, evolving, and transforming CX systems can continue to meet and exceed customer expectations, cloud contact centers must have:

  • An absolute understanding and control of system performance.
  • Metrics that identify both live and potential issues across every channel, and in every country where they serve customers.
  • The ability to test whole systems, individual components, integration points, and functional and experiential aspects of CX – all from the customer’s perspective.

Cyara’s Suite of Monitoring Solutions Delivers CCaaS Visibility, Observability, Assurance & Control

Cyara CCaaS Monitoring Solutions - Pulse, Voice Assure, ResolveAX, CentraCX

Cyara Gives You Full Visibility into the Entire Customer Journey & Issues Impacting Customer Satisfaction

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Deep Visibility

Assess the quality of customer interactions, including call recordings, conversational AI & chat transcripts, email & SMS communications, and more, from the customer’s perspective.

Comprehensive CX-People with hearts and smiles

Customer Satisfaction

Conduct continuous monitoring from customers’ perspective, for first-hand insight into critical performance metrics such as customer wait times, resolution times, and CSAT scores, helping you gauge how well your CCaaS solution delivers great CX.

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Issue Identification

Perform faster root-cause analysis of defect sources, and accelerate resolution of technical and experiential issues, minimizing disruptions to customer service and ensuring smoother CCaaS operations.

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Proactive Issue Resolution

Leverage real-time monitoring to proactively address emerging issues stemming from platform, vendor or carrier, integration, application, or customer journey design/flow before they escalate, minimizing customer impact.

Gain Full Visibility Now

Meet Service Level Agreements (SLAs) & Maintain Compliance with Regulatory Requirements

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Service Level Agreements

Ensure contact center teams meet stated SLAs and maintain positive relationships with clients and customers, while ensuring your teams can also identify, share data, and hold carriers and providers accountable to their SLAs as well.

Reduce costs (hand cradling money)

Compliance

Reduce the risk of fines and legal action in regulated industries with ongoing monitoring that helps you maintain compliance requirements, while also adhering to general data privacy and security regulations.

Get Full Compliance Visibility

Continually Scale to Meet the Expanding Scope of Customer Expectations & Business Demands

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Scalability Scope

Easily conduct assessments of your current infrastructure and resources to ensure you have the ability to handle increasing interaction volumes and customers’ needs, enabling easier expansion and scalability planning.

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Data-Driven Decision Making

Evaluate valuable performance data and contextualized VoC tied directly to relevant surveyed experiences for insights that inform strategic decisions on staffing, new tech or channel investments, and CX innovation.

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Benchmarking

Capture and analyze data comparing contact center performance to industry benchmarks and best practices, helping you deliver exceptional customer experiences as well as identifying areas for improvement and advancement ahead of competitors.

Get More Actionable Data
Cyara AI-Led CX Transformation Platform-Monitor, Optimize, Connect, Refine, Transform

Assure Journeys. Transform Experiences.

Cyara revolutionizes the way businesses transform and optimize customer experiences. The Cyara AI-Led CX Transformation Platform replaces time-consuming, error-prone manual processes, empowering enterprises to drive CX transformation, monitor and assure customer journeys, and optimize CX across all self-service and agent-assisted channels, including voice, video, and conversational AI. Cyara helps many of today’s leading brands raise the bar on customer experience by ensuring that customer journeys perform exactly as designed, and that CX systems operate as intended, even under pressure. Cyara is the only choice for complete, end-to-end CX transformation!

Resources

aircall

Customer Story: Aircall

Aircall has described the Cyara offering as a “crystal ball” they use to proactively monitor outside their network and spot problems before they happen.
Learn More Customer Story: Aircall
CCaaS Migration: How careful planning & due diligence is steering Vitality to success on their journey to the cloud

Webinar: How Careful Planning & Due Diligence are Steering Vitality to Cloud Success

Sit in on a conversation with George Seddon, Vitality’s Group Contact Routing Manager. As the expert in charge of his organization’s contact center platform, George leads the cloud migration project and shares insights on Vitality’s approach to migration planning. Hear advice for leading cloud migrations, including best practices key to collaborating, aligning efforts, meeting timelines, and leveraging solutions and services to maximize efficiency.
Learn More Webinar: How Careful Planning & Due Diligence are Steering Vitality to Cloud Success
Cyara Pulse datasheet tile

Datasheet: Cyara Pulse – Monitor Your CX in Real Time

Monitor your Customer Experience in real time & be the first to know of any customer-facing CX issues with Cyara Pulse, part of the Cyara Automated CX Assurance Platform.
Learn More Datasheet: Cyara Pulse – Monitor Your CX in Real Time
Cyara Voice Assure datasheet

Datasheet: Cyara Voice Assure

Learn how Voice Assure enables you to understand your customers’ experiences across the globe with always-on, automated call testing.
Learn More Datasheet: Cyara Voice Assure
Cyara LiveVQ datasheet

Datasheet: Cyara ResolveAX

Assure flawless CX with real-time at-home agent monitoring & diagnostics with Cyara ResolveAX (formerly LiveVQ), part of the Cyara Automated CX Assurance Platform.
Learn More Datasheet: Cyara ResolveAX
Cyara CentraCX - Real-time Voice of the Customer feedback for contact centers

Datasheet: Cyara CentraCX

Meet Cyara CentraCX, a revolutionary real-time Voice of the Customer (VoC) feedback management solution built specifically for contact centers.
Learn More Datasheet: Cyara CentraCX
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Learn More

See how the Cyara AI-Led Customer Experience Transformation Platform can help you achieve your CX Assurance goals, and delight your customers.

Watch a Demo

Start the Conversation

Tell us what’s on your mind, and learn how Cyara’s AI-led CX transformation can help you delight your customers.

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