Platform:

Omnichannel Testing

Omnichannel Testing

Holistically Test Customer Journeys that Span Digital and Voice Channels

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Cyara is taking aim at one of the biggest customer-service frustrations: the loss of continuity when customers move from one channel to another. Cyara’s omnichannel functionality automates the testing of journeys across channels, including voice, web, chat, chatbot, email, and SMS — all managed and reported within a unified interface.

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.

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Velocity Datasheet
 

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Cruncher Datasheet
 

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Pulse Datasheet
 

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See how omnichannel customer journey testing can help you achieve your CX innovation goals, and delight your customers.

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