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Cyara Customer Experience Assurance Platform

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Cyara Academy

Cyara Academy

Become a CX Assurance Expert with Cyara

Academy/Training-Mortarboard cap

Cyara Academy offers flexible training to suit your learning goals. Train your entire staff, train a new employee joining your team, stay current on new features, or take your knowledge up a level and become Cyara Certified. We’ve purpose built the Academy to accommodate all your learning goals, with material available for when and how you want it.

Live Training: Instructor-led training gives you a hands-on, interactive course experience, either in-person or virtual. Live Training is ideal for a team to learn together and accelerate the learning process.

Learn Independently Online: Learn through self-paced courses online via our Learning Management System (LMS). Learn Independently Online is ideal for new employees joining a team already trained on the Cyara Platform. Individual contractors can also learn online via our Expert certification paths.

Video On Demand: Learn what’s new on the Cyara Platform and refresh your knowledge. This is available for customers with a Cyara CX Assurance Platform subscription and is delivered through Cyara’s Knowledge Center.

Certification: Become a Cyara Certified Expert (CCE) through our accreditation program. Online certification is ideal for individuals and teams looking to achieve industry-standard recognition of their skill sets. For those interested in Partner accreditation for technical staff, please contact the Cyara Channels and Alliances team.

  • Live Training
  • Learn Independently Online
  • Video On Demand
  • Certification
  • FAQ

Live Training

  • Introduction
  • Certification Courses
  • Advanced Courses

Introduction

Using industry leading instructors, we provide an interactive, hands on classroom experience for teams who want to accelerate their knowledge of Cyara’s Automated CX Assurance Platform. Our Live Training courses can be delivered from our dedicated training facility in Melbourne (Australia), at your premises, or a virtual classroom, which is often the best option for remote teams or dispersed resources.

The courses are divided into Certification Courses that are included in the Cyara Certified Expert program and non-certification Advanced Courses. If you are interested in taking a certification path, additional certification assessment pricing is listed under each relevant course.

  • Platform Essentials
  • IVR Application Testing
  • IVR Performance Testing
  • CX Monitoring
  • Virtual Agent Testing
  • Outbound Testing
  • ResolveAX

Platform Essentials

The Platform Essentials course will introduce you to the Cyara Automated CX Assurance Platform and provide you with practical experience in creating Test Cases that incorporate using data scenarios, audio files, Cyara Tags and Blocks, all while adhering to recommended best practices. You’ll practice validating and managing Test Cases, as well as tuning Test Case Steps with the Cyara Prompt Analyzer. We will also provide you with a general insight into the Campaign and Reporting features of the platform.

This course provides you with the essential platform skill sets prior to starting any other Cyara Academy courses.

What you will learn from this course

  • How to maximize the capabilities of the Cyara Automated CX Assurance Platform and common use cases
  • How to create, validate, tune and manage Cyara Test Cases, including the use of Cyara Prompt Analyzer
  • Adherence to Cyara best practices
  • Usage of Blocks, Audio files, Tags and Data-Driven scenarios
  • How to create and run Campaigns for Functional and Regression testing
  • How to view and manage Campaign Reports
  • How to access Help & Support via the Cyara Knowledge Center

Who should attend this course?

Technical and non-technical persons interested in understanding the basics of the Cyara Platform.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

There are no prerequisite courses to complete this course.

Note: Completion of this course is mandatory for all other Cyara technical courses.

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

IVR Application Testing

The IVR Application Testing course focuses on using Cyara Velocity to accelerate your CX Development initiatives for both simple and complex IVR applications.

Using the skillsets attained from the Platform Essentials course, you’ll learn how to quickly and easily execute a simple IVR Application Test or Regression suite and analyse the results.

For complex IVRs, we will guide you through using the Cyara CX Model UI to either design a new or map an existing IVR Application, then automatically generate the test suites for IVR Application Testing execution and analysis.

You will learn how to use the Cyara CX Model as your primary IVR application documentation source. You’ll also become familiar with the test case auto transcription features and how to use it under various scenarios.

What you will learn from this course

  • IVR Application Design and Discovery
  • Various approaches to creating Test Cases using the CX Model and Test Case Auto Transcription
  • Test Case Suite Generation from a CX Model for IVR Application Testing
  • Velocity Campaigns
  • Velocity Reporting and Analysis
  • Testing Documentation

Who should attend this course?

Technical and non-technical persons interested in understanding how to use Cyara Velocity for functional/application testing.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

IVR Performance Testing

The IVR Performance Testing course focuses on the core features of Cyara Cruncher. The course covers potential strategies to test a Contact Center platform, including taking business requirements to formulate the Non Functional test plan, using best practices to create test cases and runsheets, executing campaigns and analyzing test results.

What you will learn from this course

  • Understand different strategies to test a contact center platform
  • Plan, create, and execute Non Functional Tests using Cyara Cruncher
  • View and interpret Cyara Cruncher Portal reports
  • Create a basic Non Functional Test Summary report

Who should attend this course?

Technical and non-technical persons interested in understanding how to use Cyara Cruncher for performance testing.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

CX Monitoring

The CX Monitoring course looks at the typical roles of a Contact Center Operations team and how, through using Cyara Pulse, improvements can be identified earlier and applied proactively achieving enhanced operation and lifecycle management. Learn how to use best practice to proactively monitor production calls and minimize any negative customer experiences. This course also walks through the Dashboard module, including configuration, customization and masking of sensitive information.

What you will learn from this course

  • Understand different strategies to pro-actively monitor a Contact Center platform
  • Plan, create, and execute campaigns using Cyara Pulse
  • Understand how to setup Alarm Notifications and send an alert from a failed Test Case
  • Configure and display the (desktop) Dashboard

Who should attend this course?

Primarily aimed at Contact Center Operations subject matter experts but is also relevant to any technical resource interested in Contact Center monitoring.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

Virtual Agent Testing

The Virtual Agent Testing course focuses on the configuration and use of the Cyara Virtual Agent module in customer to agent interactions. Learn how to integrate a Cyara Platform to supported contact center platforms, create emulated agents and behaviors (i.e., activities the agent performs once they have answered a voice call), as well as the setup and execution of Virtual Agent campaigns, reporting and analysis.

What you will learn from this course

  • Understand how Cyara Virtual Agent integrates with your contact center platform
  • Understand how to create agent behaviors and setup emulated agents
  • Plan, create and execute campaigns using Cyara Virtual Agent to conduct end-to-end testing
  • Analyze results from the Cyara platform reports

Who should attend this course?

Primarily aimed at Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

Outbound Testing

The Outbound Testing course looks at how Cyara can be used to assist companies who engage customers via Outbound voice calling campaigns. Learn how to use Cyara to test and tune Outbound Dialing platforms via test cases that can emulate real world scenarios. Learn how to measure key compliance metrics (e.g. connection time to agent) to ensure your platform is performing within industry regulations.

What you will learn from this course

  • Creation and validation of typical Outbound specific, test cases
  • Planning and execution of Outbound voice campaigns to interact with Dialer platforms
  • Reporting and analysis of Outbound campaigns
  • Voice call back testing using Cyara Outbound Voice

Who should attend this course?

Primarily aimed at Testing, Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

ResolveAX

The ResolveAX course will guide you on how to configure and implement a solution that provides real-time remote agent call monitoring, automatically captured data and actionable guidance delivered to Contact Center agents, managers, IT and operations teams.

What you will learn from this course

Remote Agents will learn how to:

  • Proactively alert on issues
  • Automate self-help suggestions
  • Save time tracking down data about their environment (network, computer, headset etc.)
  • Make synthetic calls to identify when connection is healthy again
  • Get back to taking calls faster so KPIs can be achieved

Contact Center Managers, Supervisors, Operations and Team Leaders will learn how to:

  • Identify agent status, location, environment, calls and voice quality
  • Get to root cause faster so agents can be back taking calls ASAP
  • Improved agent utilization, average handle time and other key metrics

Contact Center IT teams will learn how to:

  • Identify agent workstation CPU, memory, headset, ISP, jitter, packet loss and bandwidth
  • Slice & dice data to gain insights about incidents
  • Diagnose root cause faster
  • Clear tickets faster with lower Mean Time to Repair (MTTR)

Who should attend this course?

Technical and non-technical persons working in the Contact Center industry.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

There are no prerequisite courses to complete this course.

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 8 attendees).

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

  • Voice Quality Testing
  • Agent Desktop Automation
  • Web Emulation

Voice Quality Testing

The Voice Quality Testing course focuses on the advanced techniques of setting up test cases for unidirectional and bi-directional voice quality testing . Testing using Mean Opinion Scores (MOS) is also covered, along with the setup and use of Cyara’s Audio Generation Devices.

What you will learn from this course

  • MOS testing
  • End pointing planning and test case creation
  • Campaign execution, reporting and analysis
  • Audio Generating Device (AGD) installation and basic configuration, test case creation execution and analysis.

Who should attend this course?

Primarily aimed at Testing, Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

How long will this course take to complete?

Live Training: 0.5 day / 3-4 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Live Training: $1,095 USD (per classroom for up to 8 attendees).

Contact your Account Executive or Customer Success Manager for regional pricing.

Agent Desktop Automation

The Agent Desktop Automation course focuses on the configuration and use of the Cyara Virtual Agent Desktop module including the integration with a desktop application. The course guides you through basic scripting techniques using the Macro Scheduler application, before introducing scripting in conjunction with the Genesys Workspace Desktop Edition application. Learn how to create advanced scripts to mimic real-life agent interactions and workflows.

What you will learn from this course

  • Agent activity scripting using the Macro Scheduler application
  • Agent Desktop vs. CTI integrated activities
  • Creating custom activities utilizing Parameters, Variables and Resources
  • Utilizing startup, shutdown and interaction detection scripts
  • Agent behavior setup and execution with Cyara test cases
  • Using Cyara Desktop Manager

Who should attend this course?

Primarily aimed at Testing, Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

How long will this course take to complete?

Live Training: 2 days / 12-16 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials
  • Virtual Agent Testing

How much will this course cost?

Live Training: $4,380 USD (per classroom for up to 4 attendees).

Contact your Account Executive or Customer Success Manager for regional pricing.

Web Emulation

The Web Emulation course focuses on both the setup and execution of customer side and agent chat solutions for the web channel. Learn how Cyara can emulate a customer, navigate web pages to reach a chat session and interact with an agent bot or live agent using predetermined scripts. You will also learn to configure an emulated agent to answer the chat request from an emulated customer and test the CX-AX experience.

What you will learn from this course

  • Setting up the Cyara Virtual agent environment for web emulation, including agents behaviors and campaigns
  • Understanding web emulation test case prerequisites including Cascading Style Sheets (CCS) and CCS elements selectors and HTML frames
  • Customer web test case creation
  • Using Custom Functions and Message Resolvers
  • End-to-end web test case emulation
  • Web emulation reporting

Who should attend this course?

Primarily aimed at Testing, Contact Center, and Operations subject matter experts, but is also relevant to any technical resource.

How long will this course take to complete?

Live Training: 1 day / 6-8 hours

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials
  • Virtual Agent Testing

How much will this course cost?

Live Training: $2,190 USD (per classroom for up to 4 attendees).

Contact your Account Executive or Customer Success Manager for regional pricing.

Learn Independently Online

  • Introduction
  • Courses

Introduction

This learning experience provides a comprehensive online learning curriculum for individuals, allowing you to complete them in your own time, at your own pace. This option is ideal for new employees joining a team already trained on the Cyara Platform, as well as individual contractors (as part of the Cyara Expert certification program).

All Learn Independently Online courses are included in the Cyara Certified Expert program. If you are interested in becoming Cyara Certified, additional certification assessment pricing is listed under each relevant course.

  • Platform Essentials
  • IVR Application Testing
  • IVR Performance Testing
  • CX Monitoring
  • Virtual Agent Testing
  • Outbound Testing
  • ResolveAX

Platform Essentials

The Platform Essentials course will introduce you to the Cyara Automated CX Assurance Platform and provide you with practical experience in creating Test Cases that incorporate using data scenarios, audio files, Cyara Tags and Blocks, all while adhering to recommended best practices. You’ll practice validating and managing Test Cases, as well as tuning Test Case Steps with the Cyara Prompt Analyzer. We will also provide you with a general insight into the Campaign and Reporting features of the platform.

This course provides you with the essential platform skill sets prior to starting any other Cyara Academy courses.

What you will learn from this course

  • How to maximize the capabilities of the Cyara Automated CX Assurance Platform and common use cases
  • How to create, validate, tune and manage Cyara Test Cases, including the use of Cyara Prompt Analyzer
  • Adherence to Cyara best practices
  • Usage of Blocks, Audio files, Tags and Data-Driven scenarios
  • How to create and run Campaigns for Functional and Regression testing
  • How to view and manage Campaign Reports
  • How to access Help & Support via the Cyara Knowledge Center

Who should attend this course?

Technical and non-technical persons interested in understanding the basics of the Cyara platform.

Are there any Cyara courses to complete prior to attending this course?

There are no prerequisite courses to complete this course.

Note: Attendance of this is course mandatory for all other Cyara technical courses.

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing and access to the online courses. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

IVR Application Testing

The IVR Application Testing course focuses on using Cyara Velocity to accelerate your CX Development initiatives for both simple and complex IVR applications.

Using the skillsets attained from the Platform Essentials course, you’ll learn how to quickly and easily execute a simple IVR Application Test or Regression suite and analyse the results.

For complex IVRs, we will guide you through using the Cyara CX Model UI to either design a new or map an existing IVR Application, then automatically generate the test suites for IVR Application Testing execution and analysis.

You will learn how to use the Cyara CX Model as your primary IVR application documentation source. You’ll also become familiar with the test case auto transcription features and how to use it under various scenarios.

What you will learn from this course

  • IVR Application Design and Discovery
  • Various approaches to creating Test Cases using the CX Model and Test Case Auto Transcription
  • Test Case Suite Generation from a CX Model for IVR Application Testing
  • Velocity Campaigns
  • Velocity Reporting and Analysis
  • Testing Documentation

Who should attend this course?

Technical and non-technical persons interested in understanding how to use Cyara Velocity for functional/application testing.

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing and access to the online courses. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

IVR Performance Testing

The IVR Performance Testing course focuses on the core features of Cyara Cruncher. The course covers potential strategies to test a Contact Center platform, including taking business requirements to formulate the Non Functional test plan, using best practices to create test cases and runsheets, executing campaigns and analyzing test results.

What you will learn from this course

  • Understand different strategies to test a contact center platform
  • Plan, create, and execute Non Functional Tests using Cyara Cruncher
  • View and interpret Cyara Cruncher Portal reports
  • Create a basic Non Functional Test Summary report

Who should attend this course?

Technical and non-technical persons interested in understanding how to use Cyara Cruncher for performance testing.

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing and access to the online courses. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

CX Monitoring

The CX Monitoring course looks at the typical roles of a Contact Center Operations team and how, through using Cyara Pulse, improvements can be identified earlier and applied proactively achieving enhanced operation and lifecycle management. Learn how to use best practice to proactively monitor production calls and minimize any negative customer experiences.

This course also walks through the Dashboard module, including configuration, customization and masking of sensitive information. Topics covered include: Planning and execution of CX monitoring tests using Cyara Pulse campaigns, including proactive monitoring, production verification testing, reporting and alert notifications. Dashboard configuration and customization.

What you will learn from this course

  • Understand different strategies to pro-actively monitor a Contact Center platform
  • Plan, create, and execute campaigns using Cyara Pulse
  • Understand how to setup Alarm Notifications and send an alert from a failed Test Case
  • Configure and display the (desktop) Dashboard

Who should attend this course?

Primarily aimed at Contact Center Operations subject matter experts but is also relevant to any technical resource interested in Contact Center monitoring.

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing and access to the online courses. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

Virtual Agent Testing

The Virtual Agent Testing course focuses on the configuration and use of the Cyara Virtual Agent module in customer to agent interactions. Learn how to integrate a Cyara Platform to supported contact center platforms, create emulated agents and behaviors (i.e., activities the agent performs once they have answered a voice call), as well as the setup and execution of Virtual Agent campaigns, reporting and analysis.

What you will learn from this course

  • Understand how Cyara Virtual Agent integrates with your contact center platform
  • Understand how to create agent behaviors and setup emulated agents
  • Plan, create and execute campaigns using Cyara Virtual Agent to conduct end-to-end testing
  • Analyze results from the Cyara platform reports

Who should attend this course?

Primarily aimed at Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials
  • Design-Driven Assurance

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing and access to the online courses. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

Outbound Testing

The Outbound Testing course looks at how Cyara can be used to assist companies who engage customers via Outbound voice calling campaigns. Learn how to use Cyara to test and tune Outbound Dialing platforms via test cases that can emulate real world scenarios. Learn how to measure key compliance metrics (e.g. connection time to agent) to ensure your platform is performing within industry regulations.

What you will learn from this course

  • Creation and validation of typical Outbound specific, test cases
  • Planning and execution of Outbound voice campaigns to interact with Dialer platforms
  • Reporting and analysis of Outbound campaigns
  • Voice call back testing using Cyara Outbound Voice

Who should attend this course?

Primarily aimed at Testing, Contact Center and Operations subject matter experts, but is also relevant to any technical resource.

Are there any Cyara courses to complete prior to attending this course?

  • Platform Essentials

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing and access to the online courses. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

ResolveAX

The ResolveAX course will guide you on how to configure and implement a solution that provides real-time remote agent call monitoring, automatically captured data and actionable guidance delivered to Contact Center agents, managers, IT and operations teams.

What you will learn from this course

Remote Agents will learn how to:

  • Proactively alert on issues
  • Automate self-help suggestions
  • Save time tracking down data about their environment (network, computer, headset etc.)
  • Make synthetic calls to identify when connection is healthy again
  • Get back to taking calls faster so KPIs can be achieved

Contact Center Managers, Supervisors, Operations and Team Leaders will learn how to:

  • Identify agent status, location, environment, calls and voice quality
  • Get to root cause faster so agents can be back taking calls ASAP
  • Improved agent utilization, average handle time and other key metrics

Contact Center IT teams will learn how to:

  • Identify agent workstation CPU, memory, headset, ISP, jitter, packet loss and bandwidth
  • Slice & dice data to gain insights about incidents
  • Diagnose root cause faster
  • Clear tickets faster with lower Mean Time to Repair (MTTR)

Who should attend this course?

Technical and non-technical persons working in the Contact Center industry.

Are there any Cyara courses to complete prior to attending this course?

There are no prerequisite courses to complete this course.

How much will this course cost?

Learn Independently Online: Free with an active Cyara Platform Subscription.

Certification Assessment: $220 USD (per person).

Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, visit the certification options on our Cyara Learning Management System (LMS).

Video On Demand

Knowledge Center screenshot showing many training video thumbnails

Available for customers with a Cyara Platform subscription, we provide access to a comprehensive list of Tutorial Videos that help you get the most out of your Cyara experience. Learn what’s new on the Cyara Platform, refresh your knowledge or discover advanced features to increase your Cyara skill sets. The Tutorial Videos are located in the Knowledge Center via the Cyara Platform.

Example Tutorial Video: Auto-Transcription: Build Test Cases with Speed and Quality:

Certification

  • Introduction
  • Certification Paths & Pricing
  • Digital Badges
  • Qualification Criteria
  • Certification Assessment Online
  • Enrollment Access Period
  • Recertification

Introduction

Cyara Academy Certification is an accreditation program that provides industry-standard recognition of Cyara skillsets within a chosen field. Our program is designed to drive greater competency and self-sufficiency in Cyara solutions for your organization, or as an individual contractor.

The Cyara Certified Expert (CCE) program is ideal for professionals who are engaged in the customer experience industry and regularly use the Cyara Platform. The certification assessments for each course are conducted online via the Cyara Learning Management System (LMS).

Partner Certifications

A separate technical certification program is available for current or prospective partners. Contact your regional Channels and Alliances team for further information on partner specific accreditation.

Certification Paths and Pricing

Our Cyara Certified Expert (CCE) certification paths are listed below. To achieve full certification, you must successfully complete the relevant training, as well as the certification assessment for each course on the certification path.

Certification Paths

Cyara Certified Expert - Platform Essentials badge

Platform Essentials

  • Platform Essentials: Training Course + Certification Assessment

The Platform Essentials Certification is a prerequisite that must be achieved before attempting other Cyara Expert Certifications.*

* The ResolveAX Expert certification can be completed without completing the Platform Essentials Expert Certification.

Cyara Certified Expert - IVR Application Testing badge

IVR Application Testing

  • Platform Essentials Certification
  • IVR Application Testing: Training Course + Certification Assessment
Cyara Certified Expert - Performance Testing badge

IVR Performance Testing

  • Platform Essentials Certification
  • IVR Performance Testing: Training Course + Certification Assessment
Cyara Certified Expert - CX Monitoring badge

CX Monitoring

  • Platform Essentials Certification
  • CX Monitoring: Training Course + Certification Assessment
Cyara Certified Expert - Virtual Agent Testing badge

Virtual Agent Testing

  • Platform Essentials Certification
  • Virtual Agent Testing: Training Course + Certification Assessment
Cyara Certified Consultant badge-Outbound Testing

Outbound Testing

  • Platform Essentials Certification
  • Outbound Testing: Training Course + Certification Assessment
Cyara Certified Consultant badge-ResolveAX

ResolveAX

  • ResolveAX: Training Course + Certification Assessment

Pricing for both the training component and certification assessments for each course can be found within the relevant courses on this website.

Customers with a Cyara Platform subscription who wish to purchase any Cyara training course and certification for a staff member or team, please contact your Cyara Account Executive or Customer Success Manager.

For those individuals without a Cyara Platform subscription, Expert certification pricing can be found via our Cyara Learning Management System (LMS).

Cyara Certified Digital Badges — Let the World Know!

Cyara Certified Expert - IVR Application Testing badge

With Cyara Certification, your CX Assurance skillsets are now recognized and respected globally throughout the Contact Center industry. Cyara has partnered with Credly’s Acclaim platform and now offers you the opportunity to share verified proof of your achievements in the form of a digital badge.

Digital badges can be used in email signatures or digital resumes, and on social media sites such as LinkedIn, Facebook, and Twitter. Each badge contains verified metadata that describes the qualification and the process required to earn them.

How It Works

  1. Once you complete your Cyara certification, you will receive an email notifying you to claim your badge via the Credly website. Click on the link in that email to reach the Cyara page.
  2. Once you have reached the Cyara page on the Credly website, click on Create Account and confirm your email. If you already have an Credly account, sign in with your relevant credentials.
  3. Claim your Cyara digital badge.
  4. Start sharing!

Qualification Criteria

Access to each Certification assessment is via the successful completion of the relevant prerequisite training course.

Applicants who have not completed the relevant training courses but have worked with the Cyara Platform for a minimum of 12 months and can demonstrate their experience with the Cyara Platform (within the specific topics) may also be approved to proceed directly to the certification.

Certification Assessment Outline

Each certification assessment consists of a 20-40 question quiz, based on the content found in the relevant training course. The assessment is completed online using the Cyara Learning Management System (LMS) and should take approximately 45-60 minutes.

The minimum required passing score is 80%.

Enrollment Access Period

Once enrolled into a Cyara certification assessment on the Cyara LMS, each participant will be given 30 days to complete.

Cyara Academy Recertification

Recertification is an important indicator to you and your employer that you have kept up with all Cyara platform changes and validated your skills at the level appropriate to that of the original certification exam.

Certification Cycle

All certifications will be active for two years from the date certification is achieved. Each time recertification requirements are met, the certification active status will be extended for an additional two years. For reference, here’s an example of how the recertification cycle works:

  • Certified: Sept 1, 2020, expiration: Sept 1, 2022
  • Recertify: Sept 1, 2022, expiration: Sept 1, 2024

Certification holders are responsible for monitoring their certification status. Recertification email reminders for each certification are sent 60 and 30 days prior to expiry, to the email address set within the Cyara Learning Management System (LMS). Holders can also check the expiration dates of each certification via the My Activities page via the User Menu within the Cyara LMS.  Under My Activities, click  on Certification from the menu to view each certification (see sample below):

LMS-Certifications status example

Recertification Requirements

Recertification requirements must be met prior to the certification expiration date. Individuals with expired certification(s) must complete the full examination process again to earn active status. 

In order to become recertified, the certification must complete the following requirements: 

  1. Certification holders must watch all What’s new in Cyara videos on the Cyara LMS, relevant to the year of certification and all subsequent years prior to recertification.

    For example, if the certification holder was certified in 2020 and is recertifying in 2022, then they must watch all What’s New in Cyara videos for the 2020, 2021 and 2022 platform releases, in their entirety.
  1. Certification holders must successfully pass each relevant Certification Assessment Quiz in the Cyara LMS. 

As per the original certification rules, each certification assessment consists of an “open book” 20-40 question quiz, based on the content found in the relevant training course. 

Updated course summary notes are provided with each certification assessment quiz. These notes can be used during the assessment. 

The assessment is completed online using the Cyara Learning Management System (LMS) and should take approximately 45-60 minutes. The minimum required passing score is 80%.

Once you have successfully completed the certification assessment, the new expiration date will automatically be applied. The new date can be checked on the My Activities page in the Cyara LMS. 

Digital Badge Updates

Once the recertification process has been successfully completed in the Cyara LMS, your digital badge(s) will also be updated. 

All badges that have been issued to you from the Credly badging platform will also have their expiration dates updated to the same date as that contained in the Cyara LMS. 

You will receive another email notification that your Cyara Academy certification(s) have expired. Your digital badges will show as expired until your complete recertification.  

There are no fees for recertification for active Cyara customers and partners. Please contact us at ca.admin@cyara.com if you obtained your certifications as an individual contractor or if you no longer work for a current Cyara customer or partner.

Frequently Asked Questions

  • General
  • Training for Customers
  • Training for Individuals
  • Certifications

General FAQ

A: Classroom training is available either at our Cyara office in Melbourne, Australia, onsite at a Customers or Partners premises (additional costs apply), or via a virtual classroom. Classroom training is only available for Cyara Customer and Partner teams.

A: There are prerequisites for some courses. Please refer to each course you intend on completing for specific information.

A: These courses require additional skillsets that are best delivered by an instructor. This helps to ensure knowledge gaps are avoided while progressing through the course and improves the overall experience of these courses.

A: You will require internet access to our Cyara Training Platform and Learning Management System (LMS). These are both externally accessible from the internet with the relevant credentials that you will be issued with.

For some courses, access may be required to additional virtual machines in the Cyara training environment. Access will be granted via Virtual Private Network (VPN) tokens. Please allow additional time before a course start date if company approval is required to access external infrastructure via a VPN.

A: Current and prospective partners take a separate certification path as part of the Cyara Partner Program. All relevant partner resources would need to successfully complete Cyara certification as part of the program. For further details on the Partner program and the relevant technical certifications, contact the Channels and Alliance team.

Training for Customers FAQ

A: Our Academy instructors are part of our Customer Delivery team and outside of delivering training, are working professional engagements with our customers. They are best placed to give you hands on experience with the Cyara platform.

A: Each class day typically starts around 9:00am and finishes around 4:30pm.

A: For classes delivered at the Cyara office in Melbourne, Australia, personal laptops are required to be brought in to access the training material and complete the workshops.

For classes delivered virtually or onsite, each resource must have access to a laptop or PC with internet access to the Cyara training platform and Learning Management System.

A: The customer will need to provide the necessary infrastructure for each of their students, including a whiteboard with markers, projector and screen, power as well as internet access for the instructor to access the Cyara training platform and Learning Management System.

For some courses, access may be required to additional virtual machines in the Cyara training environment. Access will be granted via Virtual Private Network (VPN) tokens. Please allow additional time before a course start date if company approval is required to access external infrastructure via a VPN.

A: All details regarding access will be emailed to you in the week prior to the training start date.

A: Customer training for individuals is available via our Learn Independently Online option. For further details, please contact your Cyara Account Executive or Customer Service Manager.

Training for Individuals FAQ

A: Individual training is only offered within our Expert certification program, which is available online via our Learning Management System (LMS)

A: Individuals looking to obtain employment with their Cyara skillsets would always be at an advantage to prove that their skills have been assessed to an industry standard through certification. Certification helps to improve the skillsets obtained through the Cyara Academy, which is beneficial for both prospective employees and employers.

A: Yes. First, you must register for an account on our LMS. Then once you have an account, log into the LMS, select your certification(s) and add this to your cart. You can then Checkout and pay for the certification(s) via credit card or PayPal.

A: Once payment is received, an email receipt will be sent from PayPal. Within the next 1-2 business days, you will then start to receive emails regarding your certification (learning plan) / course enrollments, as well as credentials to access the Cyara training platform. Once you have this information, you will be able to start your certification learning plan.

Certifications FAQ

A: A learning plan is used by the Cyara LMS to structure the courses and assessment workshops in the correct order for the relevant certification path.

A: One of the Cyara Academy team members will assess the certification workshops. Please allow up to 2 business days for the workshop to be assessed.

A: You can download your Cyara certification from the My Activities page on the Cyara LMS. You will also be offered the opportunity via email to download your certification in the form of an open badge from the Credly Acclaim platform.

A: Open badges are web-enabled versions of a credential, certification or learning outcome which can be verified in real-time, online.

A: We have partnered with Credly to translate the learning outcomes you’ve demonstrated into a badge, issued and managed through the company’s Acclaim Platform. The technology Credly uses on its Acclaim Platform is based on the Open Badge Standards maintained by IMS Global. This enables you to manage, share and verify your competencies digitally.

A: Representing your skills as a badge gives you a way to share your abilities online in a way that is simple, trusted and can be easily verified in real time. Badges provide employers and peers concrete evidence of what you had to do to earn your credential and what you’re now capable of. Credly’s Acclaim Platform also offers labor market insights, based on your skills. You can search and apply for job opportunities right through the Acclaim Platform.

A: Credly is the end-to-end solution for issuing and managing digital credentials. Credly works with credible organizations to provide digital credentials to individuals, worldwide.

A: You will receive an email notification from the Acclaim Platform (admin@youracclaim.com) with instructions for claiming your badge and setting up your account.

A: You can easily configure your privacy settings in the Acclaim Platform. You’re in complete control of the information about yourself that is made public.

A: No. This is a service we provide to you, at no cost.

A: While badges are simply digital image files, they are uniquely linked to data hosted on Credly’s Acclaim Platform. This link to verified data makes them more reliable and secure than a paper-based certificate. It also eliminates the possibility of anyone claiming your credential and your associated identity.

A: It is easy to share your badges on social and professional media through Acclaim. When you accept your badge, you’ll be brought immediately into a sharing workflow that allows you to share to Facebook, Twitter, and LinkedIn, embed in a personal website, or share over email. You will need to connect and authorize your social media accounts through Acclaim in order to share to those sites.

You can share your badge at any other time by viewing your badge and clicking the blue “Share” button beneath the badge visual.

A: Credly’s Help Center has step by step instructions on how to add a digital badge to your LinkedIn Profile.

A: Credly’s Help Center has step by step instructions on how to add a digital badge to your email signature.

A: You can find answers to frequently asked questions via Acclaim support.

Resources

Cyara Academy Course Guide

Training Course Guide: Cyara Academy

See all of the Cyara Automated CX Assurance Platform training course options in this handy PDF-format Cyara Academy Course Guide.

#cxassuranceplatform #training

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Learn More

For any other questions regarding Cyara training and certification, please email the Cyara Academy team.

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