Cyara Academy
Become a CX Transformation Expert with Cyara Training
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 Transformation 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
Introduction
Using industry leading instructors, we provide an interactive, hands on classroom experience for teams who want to accelerate their knowledge of Cyara’s AI-Led CX Transformation 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
The Platform Essentials course will introduce you to the Cyara AI-Led CX Transformation 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 CX 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: $2,900 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: $2,900 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: $2,900 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: $2,900 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: $2,900 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: $2,900 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: $2,900 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).
Botium
The Cyara Botium training suite will introduce you to chatbots and chatbot testing basics, and Cyara’s automated chatbot testing, assurance and monitoring solution. It will provide you with practical experience needed to connect Botium to your chatbot technology, generate test data, perform functional, regression, performance, end-to-end, NLP score and security tests, and setup production monitoring of your chatbot environment.
What you will learn from this course
- Conversational AI components and how they work. Good vs bad chatbots and what users expect. Chatbot testing basics and the benefits of automated testing.
- Botium concepts and terminology, including Botium connectors and test types.
- How to get started, including test data generation, executing regression tests, viewing test results and reporting, as well as dealing with large test sets.
- How to execute end-to-end testing on web, mobile, voice and IVR channels.
- How to train your chatbot using NLP score testing, including using AI training data, static and dynamic data analytics, training data augmentation and improvement validation.
- How to execute performance testing, security testing for common issues such as OWASP top ten and GDPR compliance and scheduling monitoring of production and test chatbots.
Who should attend this course?
Technical and non-technical persons working with chatbot technologies.
How long will this course take to complete?
Live Training: Approximately 4 days / 32 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: Sold as part of a Botium Fast Start package (per classroom training for up to 8 attendees).
Certification Assessment: Sold as part of a Botium Fast Start package (for up to 8 attendees)
Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, Botium certification is currently unavailable.
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: $2,900 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: $5,220 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: $2,900 USD (per classroom for up to 4 attendees).
Contact your Account Executive or Customer Success Manager for regional pricing.
Learn Independently Online
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
The Platform Essentials course will introduce you to the Cyara CX 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 CX 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).
Botium
The Cyara Botium training suite will introduce you to chatbots and chatbot testing basics, and Cyara’s automated chatbot testing, assurance and monitoring solution. It will provide you with practical experience needed to connect Botium to your chatbot technology, generate test data, perform functional, regression, performance, end-to-end, NLP score and security tests, and setup production monitoring of your chatbot environment.
What you will learn from this course
- Conversational AI components and how they work. Good vs bad chatbots and what users expect. Chatbot testing basics and the benefits of automated testing.
- Botium concepts and terminology, including Botium connectors and test types
- How to get started, including test data generation, executing regression tests, viewing test results and reporting, as well as dealing with large test sets.
- How to execute end-to-end testing on web, mobile, voice and IVR channels
- How to train your chatbot using NLP score testing, including using AI training data, static and dynamic data analytics, training data augmentation and improvement validation.
- How to execute performance testing, security testing for common issues such as OWASP top ten and GDPR compliance and scheduling monitoring of production and test chatbots
Who should attend this training?
Technical and non-technical persons working working with chatbot technologies.
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 Botium Fast Start Package
Certification Assessment: $220 USD (per person).
Contact your Account Executive or Customer Success Manager for regional pricing. For individuals without a Cyara Platform subscription, Botium certification is currently unavailable.
Video On Demand
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
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
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 and Botium Expert certification can be completed without completing the Platform Essentials Expert Certification.
IVR Application Testing
- Platform Essentials Certification
- IVR Application Testing: Training Course + Certification Assessment
IVR Performance Testing
- Platform Essentials Certification
- IVR Performance Testing: Training Course + Certification Assessment
CX Monitoring
- Platform Essentials Certification
- CX Monitoring: Training Course + Certification Assessment
Virtual Agent Testing
- Platform Essentials Certification
- Virtual Agent Testing: Training Course + Certification Assessment
Outbound Testing
- Platform Essentials Certification
- Outbound Testing: Training Course + Certification Assessment
ResolveAX
- ResolveAX: Training Course + Certification Assessment
Botium
- Botium: Training Course Suite + 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!
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
- 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.
- 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.
- Claim your Cyara digital badge.
- 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):
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:
- 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.
- 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.
Frequently Asked Questions
General FAQ
Training for Customers FAQ
Training for Individuals FAQ
Certifications FAQ
Resources
Training Course Guide: Cyara Academy
Learn More
For any other questions regarding Cyara training and certification, please email the Cyara Academy team.