Cyara Solutions for Customer Experience
Protect every customer interaction from defects, and deliver flawless experiences – every time!
Customer Experience: Today’s Competitive Advantage
Customer expectations are at an all-time high, in an age where personalized, on-demand experiences are the norm and businesses strive to provide 24/7 service through the customer’s channel of choice. The decision to invest in sophisticated contact center solutions, CX platforms, and cloud technology is often driven by business and IT leaders who recognize the impact of positive customer experiences on the brand and bottom line.
But what happens to these investments when systems fail, integrations break, outages occur, calls drop, IVRs fail to respond, or your chatbot is unable to understand a customer’s question?
Cyara helps organizations deliver flawless customer experiences through automated testing and monitoring of these critical customer experience touchpoints, simulating real-world customer interactions across IVRs, chatbots, voice and digital channels.
“I think one of the biggest benefits is the ability to automate tests for multilanguage IVRs to scale, using both DTMF and speech with Cyara Velocity.”
Manager Technology Solutions,
“In the past we would monitor individual infrastructure components and everyone would have their own responsibility… Bringing that CX monitoring to actually cross many environments… really brought some context to what the customer was experiencing.”
Sr. Manager, Telephony & Conferencing Services, IT
Blue Shield of California
Cyara Customer Experience Solutions
Agent Desktop Testing
Agent routing and desktop testing finds defects sooner, increases agent efficiency, reduces labor cost, increases customer retention and revenue, and reduces agent churn.
Train your chatbots to understand customer intent and continuously test chatbot technology to ensure that any issues are detected and resolved quickly, before your customers experience them.
Omnichannel Contact Center Testing
Omnichannel contact center solutions require multiple levels of testing to ensure that every channel, every transition, and the agent’s desktop are working as designed – voice and digital self-service channels, agent telephony equipment and network, the transition point from a self-service to assisted service channel, and the agent application environment.
Customer Experience Monitoring
Active monitoring allows you to experience specific customer journeys in the same way as your customer does – for example, calling into an IVR, selecting specific paths, completing a transaction, or transitioning to a live agent. This allows you to gauge the quality of the interaction through a specific journey, whether it is voice, web chat, SMS, or email.
DevOps for Customer Experience
CX DevOps takes existing DevOps practices and focuses on the specific needs of customer experience software, enabling speed and quality through automated testing.
Email and SMS Testing
Customers rely on email and SMS (text) to communicate with contact centers through convenient text-based interactions. Similar to the phone channel, inbound email and text volumes can spike during peak times. Contact centers need to ensure that every inbound communication is received, tracked, and answered appropriately.
Functional testing ensures that the software being developed conforms with specified requirements. This type of testing usually encompasses unit testing, integration testing, user interface testing, system testing, regression testing, sanity testing, and user acceptance testing (UAT).
Unexpected hardware, software, and security failings need to be immediately addressed in order to return services to normal after any disruption. Severity levels (Sev1, Sev2, Sev3) are often escalated to the highest priorities in IT, and to executive management, to mitigate the customer experience impact.
As an IVR best practice, organizations need a visual map of the IVR as a reference point. An automated IVR discovery solution can create an IVR map before design changes are made, reducing the risk of defects and regressions.
One of the greatest challenges that companies face is how to handle the growing complexity of increasingly sophisticated IVR systems. IVRs need to be carefully tested and monitored to ensure they continue to deliver the experience customers expect.
Load testing, also called performance testing, determines a system’s behavior under peak load conditions and identifies capacity and bottlenecks.
Outbound Call Testing
Outbound calling, also referred to as outbound dialing, is an important function of many call centers. Whether the calls are initiated by sales or proactive service providers, or through callback functionality. Load testing outbound calls helps ensure that calls get through to customers.
Regression testing reveals whether defects have been introduced or re-introduced into software after a change has been made, requiring a return to a former or less developed state. This testing ensures that customer experience quality has not been changed or destabilized by new or updated code.
Voice Quality Testing
Within complex contact center environments, companies need effective strategies to voice test and locate the source of voice quality issues. Voice quality testing should be run at every stage of the development lifecycle, including functional and, regression testing during development, load testing before deployment, and monitoring in production.
Web Interaction Testing
When customers cannot resolve an issue through self-service channels, they often seek live agent help through an assisted service channel such as web chat. Web chat enables a customer to interact with a live agent through text on a company’s website, or by providing a callback number. Both of these options must be integrated and tested as part of the contact center infrastructure.
See how the Cyara Automated Customer Experience Platform can help you achieve your CX Assurance goals, and delight your customers.