Cyara Pulse
Monitor your CX in real time & be the first to know of any customer-facing CX issues
Meet Cyara Pulse, your partner in monitoring live CX to ensure performance continuously meets customer expectations.
You’ve worked hard to build trust with your customers by delivering a high-quality customer experience (CX). To keep them coming back, it’s important that you monitor CX from the customer’s perspective to ensure your complex systems work together, flawlessly, continuing to delight your customers.
In live environments, across every communication channel, you need constant visibility of your CX, and real-time notifications on issues automatically delivered to your team, so you can resolve problems before customers have to experience them.
Cyara Pulse — CX Monitoring
Pulse keeps watch on your CX, automatically monitoring interactions from both the agent and customer perspective, mimicking their behavior, and providing you with real-time visibility of CX performance. Pulse gives you the power to monitor CX from anywhere you are working, with fully functional dashboards for the web and wallboards in operations centers.
Pulse automatically generates agent and customer interactions that simulate real-world contact scenarios. At regularly scheduled intervals, Pulse fires off calls, chats to chatbots and web chat, and other interactions, programmed to emulate specific customer tasks, giving you the clearest picture of your entire customer experience infrastructure. Pulse monitors more than just technology performance, exploring deep into every layer of CX, assessing things like voice and audio quality, integrations, applications, and system handoffs.
Pulse automatically delivers alerts, organized analytics, customizable dashboards and drill-down data generated from always-on, active monitoring. This data is organized and actionable, driving swift identification of real and potential issues across your customer experience environment, mitigating risk of downtime, outages, compliance issues and negative customer impact.
Continuous Monitoring and Visibility into Your CX Performance
After launching your communication channels, your contact center must maintain ongoing control and visibility into how well your CX journeys are performing and if any updates need to be made. With Pulse, you can effectively monitor how your customers are experiencing your live CX channels in real-time. Pulse provides continuous CX assurance, so you can be confident that you’re delivering flawless interactions. If a defect emerges and threatens to negatively impact your customers, your team will receive a real-time update, accelerating your troubleshooting and issue remediation.
See How Cyara Pulse Works!
Customer Story: Blue Cross/Blue Shield of California
Cyara Pulse Features
Click through the tabs below to uncover all of Cyara Pulse’s features.
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.
Automated Troubleshooting
Sequence test cases to run based on failure of previous test cases, so you can quickly resolve CX problems.
Customizable Dashboards
Tailor and organize Pulse dashboards to show relevant information for each user’s role.
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.
Simplified CX Collaboration
Share Pulse-generated CX performance information via any collaboration app, including Slack, Skype, email, and messaging.
Agile & DevOps Enablement
Integrate Pulse technology with Splunk for IT monitoring, and ServiceNow and PagerDuty to automate incident management.
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.
Pulse Gives You Comprehensive, Continuous CX Assurance:
Incident
Management
Track the most critical aspects of CX from a centralized hub with pre-built integrations to popular ticket managements systems so you can take fast, corrective action and limit business impact.
Accelerate Mean-Time-to-Repair (MTTR)
Minimize the time it takes to get back on track with configurable logic, advanced filtering capabilities, and intuitive reports that deliver incident details in real time.
Comprehensive
Coverage
Monitor customer journeys across digital and voice channels spanning self-service to agent-assisted interactions, so however customers are contacting you, you’re keeping them happy.
Introducing, Enhanced Global Dialing Add-On for Pulse
Available as an additional layer of automated monitoring on top of Cyara’s Pulse and Pulse Premium solutions, the Enhanced Global Dialing add-on gives you global assurance that you’re delivering flawless customer experiences to customers around the world, all for a single, all-inclusive price.
Learn more about Enhanced Global Dialing for Pulse!
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
Datasheet: Cyara Pulse – Monitor Your CX in Real Time
Leading Household Appliance Company Q&A: Why was Cyara Pulse included as part of your cloud contact centre migration roll out?
RBC Q&A: Can you show us how you’ve integrated Cyara Pulse into your unified contact center dashboard?
Learn More
See how the Cyara AI-Led Customer Experience Transformation Platform can help you achieve your CX Assurance goals, and delight your customers.