The omnichannel functionality provides the testing and monitoring of each channel and provides an integrated view across customer experiences. For example, in an omnichannel validation, a customer journey designer can test journeys in which the customer dials in to reset their password, and the customer receives a one-time private URL via SMS that provides a web link for the password reset.
Cyara’s omnichannel capability enables you to:
- See a single view of customer journeys across channels spanning self-service to assisted service
- Test and monitor customer journeys across voice, web, chat, chatbot, email, and SMS
- Ensure that information provided by the customer during a self-service session is correctly preserved during transfer to an agent
Cyara offers a comprehensive CX assurance platform that executes your customer journeys end-to-end, across voice and digital channels, and from self-service through to agent-assisted service. Read the Omnichannel Journeys: Their Moment is Finally Here blog.