Cyara

Cyara Customer Experience Assurance Platform

Smiling user, test executions, results good

AI-POWERED, REAL-TIME CX MONITORING SOLUTION

Cyara Pulse

Deliver seamless, end-to-end customer journeys with real-time, AI-powered CX monitoring for contact centers.

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Cyara Pulse dashboard with product icon

Cyara Pulse

Gain visibility and resolve CX issues before your customers are affected

Every customer interaction counts when it comes to delivering exceptional CX. But many organizations miss CX issues until customers complain. And, by then, the damage is done – compliance penalties, eroding customer trust, and shrinking profit margins.

Cyara Pulse keeps watch over your CX performance, automatically monitoring interactions from both the agent and customer perspective, mimicking their behavior, and giving you real-time visibility into CX performance. Pulse gives you the power to monitor CX from anywhere, with fully functional dashboards for the web and operation center wallboards.

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Recapture up to
90%
of abandoned calls

Ensure your CX continuously meets customer expectations

Pulse automatically generates agent and customer interactions that simulate real-world contact scenarios, then automatically delivers data-driven, actionable insights your teams can use to drive troubleshooting and remediation processes. With Pulse, you can continuously monitor how your customers are experiencing your live CX channels and validate components, including voice and audio quality, integrations, applications, and system handoffs.

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UNCOVER AND RESOLVE CX ISSUES

With Pulse’s comprehensive, AI-driven CX monitoring, you can:

  • Improve incident management: Get smarter alerts and root-cause diagnostics that guide you to effective issue resolution before your customers are affected.
  • Accelerate mean-time-to-repair (MTTR): Minimize the time it takes to recover from defects with intuitive reports and actionable incident details.
  • Leverage Intelligent Insights for smarter decision-making: Turn real-time data into meaningful, actionable insights to make informed CX improvements.
  • Monitor end-to-end customer journeys: Gain visibility into real-world customer journeys across voice, IVR, SMS, chat, email, and web.
See Pulse in action

Real-Time CX Monitoring

Cyara Pulse features

  • Happy user with IVR Development dashboard

    Real-time alerts

    Customize alerts and exception-based notifications to automatically alert you when CX issues occur, like when interactions exceed pre-defined time thresholds, backend systems lag, or test cases fail.

  • Happy user with Campaigns dashboard

    Automated troubleshooting

    Sequence test cases to run based on failure of previous test cases, so you can quickly resolve CX problems.

  • Happy user with editable dashboard

    Customizable dashboards

    Tailor and organize Pulse dashboards to show relevant information for each user’s role.

  • Happy users with good test results

    360 monitoring view

    Pulse is all about ensuring seamless customer experiences by tracking real-time customer journey insights and system health:

    • Daily connection metrics – Test results, connection failures, and average answer times.
    • 90-day failure trends – Broken down by contact points and test cases for deeper analysis.
    • Actionable intelligence – Quickly pinpoint issues and take proactive steps to enhance CX.
  • Happy user with custom Pulse report dashboard

    Simplified CX collaboration

    Share Pulse-generated CX performance information via any collaboration app, including Slack, Teams, email, and messaging.

  • Happy user accessing Splunk within platform

    Agile and DevOps environment

    Integrate Pulse technology with Splunk for IT monitoring, and ServiceNow and PagerDuty to automate incident management.

  • Happy user with test and services dashboards

    Multi-environment CX monitoring

    Deliver incident management and automated troubleshooting across all channels from the workspace you’re in, including operations centers and web platforms.

Testimonials

“We’ve gained a lot of trust with our customers and our internal stakeholders”

David Conway

Lead systems engineer
Salesforce

“My engineers get alerts and the technical details they need to resolve the problem quickly”

Richie Gass

Senior manager of telephony & teleconferencing services, IT
Blue Cross Blue Shield of California

“Cyara was definitely much more intuitive than the competition”

Steve Correa

Senior system engineer
AT&T

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FAQ

Cyara Pulse is a real-time CX monitoring solution. Pulse provides visibility into your CX performance from both the agent and customer perspectives by automatically simulating real-world interactions. Your team will receive alerts and organized, actionable insights into components such as voice quality, integrations, applications, and system handoffs, which empowers faster issue detection and remediation, so you can deliver flawless CX across all channels.

Cyara Pulse monitors CX performance across all digital and voice channels, including self-service and agent-assisted interactions.

In the past, contact centers have relied on traditional and manual CX testing and monitoring processes. However, as contact center infrastructures have evolved and become more complex, manually validating CX performance is impossible. Pulse empowers you to gain visibility into how well your end-to-end CX journeys are performing and how your customers are experiencing your channels in real time. Instead of reacting to CX defects after your customers have already been exposed in the live environment, Pulse helps you proactively troubleshoot and remediate issues so you can resolve them before your customers are affected.

If a CX defect emerges, Cyara Pulse automatically sends a real-time notification to your team. Pulse’s data-driven analytics and customizable dashboards provide the insights you need to quickly identify and resolve issues, so you can mitigate the risk of downtime, outages, compliance issues, and churn.

As part of Cyara’s AI-Powered CX Productivity, Growth, and Assurance Platform, Pulse integrates with all CCaaS, UCaaS, CRM, and helpdesk providers including Genesys, ServiceNow, NICE, AWS, and more.

Pulse helps global enterprises reduce MTTR by providing configurable logic, advanced filtering capabilities, and intuitive reporting that deliver incident details in real time. Instead of chasing defects down after customers complain about issues, Pulse enables proactive issue detection and remediation, so you can improve organizational efficiency and deliver seamless, error-free CX.

smiling customer using the AI-led Cyara platform to test customer experience

The #1 AI-led CX productivity, growth, and assurance engine

Cyara is the customer experience safety net behind the scenes testing and monitoring your contact center, chatbot, or AI assistant so you can fix issues before your customers even notice something’s off.

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Learn how Cyara’s AI-led CX productivity, growth, and assurance engine can help you eradicate bad CX.

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