Cyara

Cyara Customer Experience Assurance Platform

Cyara Solutions:
Agent Desktop Testing

Focus on the Agent Experience to Assure the Complete Omnichannel Journey

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Companies that lead in customer experience (CX) are favored to win. CX leaders grow revenue faster, outperform the market, and retain more customers.

CX Leaders 17% vs CX Laggers 3%

CX Leaders Grow Revenue Faster*

CX Leaders 107.5% vs CX Laggers 27.6%

CX Leaders Outperform the Market**

CX Leaders 89% vs CX Laggers 33%

CX Leaders Retain More Customers***

But the CX must be delivered with perfect execution which means that the customer-to-agent experience must be flawless.

The whole omnichannel customer journey must be tested including the last link in the chain, which includes the agent routing of the call, data validation, the CTI (screen pops), and the agent desktop. The routing logic needs to be checked to ensure that calls are routed to the correct agent with the skills to resolve the call. The data validation needs to ensure that the CTI infrastructure is operating properly and that the data is complete so that customers do not have to repeat their information.

The agent desktop experience is the process that the agents go through to answer calls and resolve increasingly complex customer inquiries. From answering calls, placing calls on hold, looking up account details and getting information from a CRM and many other applications, the agent is the human link that connects your customers to you. Since agent-assisted calls are more expensive than self-service, the agent is the most expensive link in the customer journey. A poor agent experience affects the overall customer experience.

Companies are challenged in testing the last link in the chain (agent routing and desktop). Traditional manual testing of the agent experience is slow, expensive, and has low testing coverage (about 10%). The accuracy and consistency of manual test results is low because of human error and subjectivity. The increasing number of applications being used makes it difficulty to validate application content, behavior, and functionality.

Companies need a solution that assures that calls and data get routed to the right agent, with the right data, and that the experience is flawless. These capabilities need functional, regression, load testing, and production monitoring.

The solution should:

  • Test the customer-to-agent experience end-to-end
  • Mimic real-life agent interactions and workflows
  • Ensure that the CTI infrastructure is operating properly
  • Ensure that the routing of calls goes to the right agents
  • Validate that correct information is delivered to an agent
  • Measure and validate desktop application timing and responsiveness
  • Reuse test cases for functional, regression, and load testing, as well as monitoring

Agent routing and desktop testing finds defects sooner, increases agent efficiency, reduces labor cost, increases customer retention and revenue, and reduces agent churn. A flawless agent experience leads to a flawless customer experience. Learn about the Cyara AI-Led CX Transformation Platform. Read Are Calls Getting to the Right Agent in your Contact Center? blog.

Cyara product wheel-Transform, Monitor, Optimize, Connect sections

The Cyara Agentic Platform

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale.

* “Customer Experience Drives Revenue Growth 2016” Forrester, June 21, 2016

** Watermark Consulting

*** Aberdeen Group