Cyara ResolveAX
Discover & address agent environment issues in real time
Contact centers and agents represent their company, often serving as the primary channel between businesses and customers. More and more, today’s modern contact centers are accommodating flexible work environments with agents working in-office, from home or offshore. As the complexity of new working habits and the technology platforms that power contact centers grow, so too does the challenge of assuring the quality of service agents deliver to customers.
According to research, the average call center receives 4,400 calls per month. In large contact centers, statistics have shown as high as 30% of those calls have been impacted by environmental, behavior, or technical performance issues. With simple math, we can deduce that 1,320 callers are subject to some type of negative experience when they call in to contact centers. And, since almost 90% of customers report switching brands after a single poor customer experience, bad calls will seriously impact an organization’s bottom line.
Without a way to monitor and quickly diagnose, troubleshoot, and resolve these agent environment issues, businesses put contact center productivity and customer satisfaction at risk.
Introducing Cyara ResolveAX!
ResolveAX empowers cloud contact centers to see, track, manage, and resolve issues that negatively impact live calls with customers through real-time agent environment monitoring. With system health checks, automatic alerts, non-technical troubleshooting guidance, and visual dashboards, contact center teams can swiftly find and fix problems that take agents offline, tie up IT, and negatively impact an organization’s ability to serve customers.
Lightweight, secure, and privacy compliant, ResolveAX runs in the background of agent workstations, passively monitoring live calls and the agents’ environment, watching over things like Internet Service Provider (ISP) network connection, mic and headset compatibility and performance, software and Browser updates, and version control. This real-time system performance data is gathered and automatically shared across your team, starting from the moment an agent first logs on, continuously monitoring quality throughout their shift.
With ResolveAX, customers have saved:
- Up to 4 Hours of Troubleshooting/RCA Saved per Agent issue
- Up to 80% Decrease of Agent-related Tickets Submitted
- Up to 50% reduction in Agent downtime
Detect and Correct Issues with Agent Call Quality
ResolveAX leverages real-time agent environment monitoring capabilities to help you ensure that your agents are always equipped to provide quality customer interactions. By monitoring the live environment, ResolveAX continually tracks your agents’ call quality and diagnoses potential issues that can impact an agent’s ability to serve your customers. If an issue is detected, your support teams will receive actionable insights, informing the troubleshooting process and helping get your agent back online as quickly as possible.
In Large Contact Centers, as Many as 30% of Calls Have Voice Quality Issues
Wouldn’t It Be Great If You Could…
Reduce MTTR & Speed Root-Cause Analysis
Increase Agent Productivity
Support Top-Line Sales Objectives
Reduce Churn & Improve CSAT
…With ResolveAX, You Can!
With real-time, continuous monitoring and diagnostics of the agent environment, ResolveAX helps you deliver flawless CX by providing contact center teams with automatic alerts that display actionable, live call and connectivity data, driving faster root-cause analysis and resolution, and supporting IT to get agents back to taking calls, serving customers, and making sales.
The No. 1 AI-Led CX productivity, growth & assurance platform
Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and emerging AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. From full journey visibility to AI governance and compliance, Cyara ensures every touchpoint works flawlessly, helping businesses deliver secure, friction-free, and high-quality CX at scale.
