Academy

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Education and Training in the Way You Want to Learn

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Cyara’s Academy offers education and training to suit how you want to learn. 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. Whatever your training needs are, we provide it in the way you want it and when you want it.

Learn In-Person: Instructor-led training gives you a hands-on, interactive course experience. Learn In-Person 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, as well as individual contractors.

Learn On Demand: Learn what’s new on the Cyara platform and refresh your knowledge. This is available for customers with a Cyara cloud platform account and is delivered through Cyara’s Knowledge Center.

Certification: Become a Cyara Certified Consultant (CCC) 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, please email partners@cyara.com.

Learn In-Person

Introduction

Using industry leading instructors, we provide an interactive, hands on classroom experience for teams wanting to accelerate their knowledge of the Cyara platform. Our Learn In-Person courses can be delivered from our dedicated training facility in Melbourne (Australia), at your premises, or a virtual classroom, which may be the best option for remote teams or dispersed resources. To purchase Learn In-Person courses, please contact your Cyara Account Executive.

Platform Foundation Course

Introduction

The Cyara Platform Foundation course will introduce you to the Cyara Platform and provide you with practical experience in creating, validating, tuning, and managing Cyara Test Cases, and adhering to recommended best practices. We will also provide you with a general insight into the Campaign and Reporting features on the platform.

Learning Options

  • Learn In-Person
  • Learn Independently Online

What you will learn from this course

  • Successfully navigate the Cyara web portal
  • Create, validate and manage a Cyara Test Case, including the use of Cyara Prompt Analyzer
  • Usage of blocks, audio files, tags and data driven Test Cases
  • Overview of Cyara Campaigns and Reports

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? 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 In-Person (classroom pricing): $2190 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Design Driven Assurance Course

Introduction

The Design Driven Assurance course focuses on the core features of Cyara Velocity. In this course, we’ll guide you through how to create your own CX models and automatically generate test cases. You’ll spend time becoming familiar with the test case auto transcription feature and how to apply this under various scenarios. We also show you how you can use Velocity for omnichannel testing.

Learning Options

  • Learn In-Person
  • Learn Independently Online

What you will learn from this course

  • IVR application design, mapping/discovery
  • Test case regression suite generation from a CX model
  • Test case auto transcription, omnichannel testing
  • Velocity campaigns, reporting and analysis

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn In-Person (classroom pricing): $2190 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

IVR Performance Testing Course

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.

Learning Options

  • Learn In-Person
  • Learn Independently Online

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn In-Person (classroom pricing): $2190 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

CX Monitoring Course

The CX Monitoring course looks at the typical roles of a Contact Center Operations team and how, through using Cyara, 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.

Learning Options

  • Learn In-Person
  • Learn Independently Online

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
  • Plan, create, and execute Non Functional Testing using Cyara Cruncher
  • 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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn In-Person (classroom pricing): $2190 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Outbound Testing Course

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.

Learning Options

  • Learn In-Person

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?

Learn In-Person: 0.5 day / 3-4 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation, Design Driven Assurance

How much will this course cost?

Learn In-Person (classroom pricing): $1095 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Voice Quality Testing Course

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.

Learning Options

  • Learn In-Person

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?

Learn In-Person: 0.5 day / 3-4 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation, Design Driven Assurance

How much will this course cost?

Learn In-Person (classroom pricing): $1095 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Agent Emulation Course

The Agent Emulation 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.

Learning Options

  • Learn In-Person
  • Learn Independently Online

What you will learn from this course

  • Understand how Cyara Virtual Agent integrates with your CTI platform
  • Understand how to create agent behaviors and setup emulated agents against a CTI platform
  • Plan, create and execute campaigns using Cyara Virtual Agent
  • Analyze results from the 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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn In-Person (classroom pricing): $2190 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Agent Desktop Automation Course

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.

Learning Options

  • Learn In-Person

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?

Learn In-Person: 2 days / 12-16 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Platform Foundation, Design Driven Assurance, Agent Emulation

How much will this course cost?

Learn In-Person (classroom pricing): $4380 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Web Emulation Course

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.

Learning Options

  • Learn In-Person

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Platform Foundation, Design Driven Assurance, Agent Emulation

How much will this course cost?

Learn In-Person (classroom pricing): $2190 USD (for up to 8 attendees). Contact your Account Executive for regional pricing.

Learn Independently Online

Introduction

This learning experience provides a comprehensive online learning curriculum that you can complete 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. These online courses can be accessed at any time and will make you more self-sufficient on the Cyara platform. If you have a team of people that require training, we would recommend the Learn In-Person classroom option.

To purchase Learn Independently Online courses, please contact your Cyara Account Executive. Individuals can purchase online courses via our Learning Management System (LMS).

Platform Foundation Course

Introduction

The Cyara Platform Foundation course will introduce you to the Cyara Platform and provide you with practical experience in creating, validating, tuning, and managing Cyara Test Cases, and adhering to recommended best practices. We will also provide you with a general insight into the Campaign and Reporting features on the platform.

Learning Options

  • Learn Independently Online
  • Learn In-Person

What you will learn from this course

  • Successfully navigate the Cyara web portal
  • Create, validate and manage a Cyara Test Case, including the use of Cyara Prompt Analyzer
  • Usage of blocks, audio files, tags and data driven Test Cases
  • Overview of Cyara Campaigns and Reports

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? 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: $100 USD (per person). Contact your Account Executive for regional pricing. For individuals, visit the Learning Management System (LMS).

Design Driven Assurance Course

Introduction

The Design Driven Assurance course focuses on the core features of Cyara Velocity. In this course, we’ll guide you through how to create your own CX models and automatically generate test cases. You’ll spend time becoming familiar with the test case auto transcription feature and how to apply this under various scenarios. We also show you how you can use Velocity for omnichannel testing.

Learning Options

  • Learn Independently Online
  • Learn In-Person

What you will learn from this course

  • IVR application design, mapping/discovery
  • Test case regression suite generation from a CX model
  • Test case auto transcription, omnichannel testing
  • Velocity campaigns, reporting and analysis

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn Independently Online: $100 USD (per person). Contact your Account Executive for regional pricing. For individuals, visit the Learning Management System (LMS).

IVR Performance Testing Course

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.

Learning Options

  • Learn Independently Online
  • Learn In-Person

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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn Independently Online: $100 USD (per person). Contact your Account Executive for regional pricing. For individuals, visit the Learning Management System (LMS).

CX Monitoring Course

The CX Monitoring course looks at the typical roles of a Contact Center Operations team and how, through using Cyara, 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.

Learning Options

  • Learn Independently Online
  • Learn In-Person

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
  • Plan, create, and execute Non Functional Testing using Cyara Cruncher
  • 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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn Independently Online: $100 USD (per person). Contact your Account Executive for regional pricing. For individuals, visit the Learning Management System (LMS).

Agent Emulation Course

The Agent Emulation 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.

Learning Options

  • Learn Independently Online
  • Learn In-Person

What you will learn from this course

  • Understand how Cyara Virtual Agent integrates with your CTI platform
  • Understand how to create agent behaviors and setup emulated agents against a CTI platform
  • Plan, create and execute campaigns using Cyara Virtual Agent
  • Analyze results from the 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?

Learn In-Person: 1 day / 6-8 hours

What skills will you need? Are there any Cyara courses to complete prior to attending this course?

Cyara Platform Foundation

How much will this course cost?

Learn Independently Online: $100 USD (per person). Contact your Account Executive for regional pricing. For individuals, visit the Learning Management System (LMS).

Learn On Demand

Cyara Knowledge Center Tutorial Video screenshot

Available for customers with a Cyara subscription, Learn On Demand provides access to a comprehensive list of Tutorial Videos to help you get the most out of your Cyara experience. Learn what’s new on the Cyara platform, refresh your knowledge or learn about advanced features to increase your Cyara skill sets. Cyara customers can access the Tutorial Videos in the Knowledge Center via the Cyara platform.

Example Tutorial Video: Auto-Transcription: Build Test Cases With Speed And Quality:

Certification

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.

Our Cyara Certified Consultant (CCC) 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. The certification assessments for each course are conducted online via the Cyara Learning Management System (LMS).

Current or prospective partners should contact their regional Cyara Channels Executive by emailing partners@cyara.com for partner-specific accreditation.

CCC – IVR Application Testing

Certification Path:

  • Platform Foundation (Training Course + Certification Assessment)
  • Design Driven Assurance (Training Course + Certification Assessment)

CCC – IVR Application Testing (CX-AX)

Certification Path:

  • Platform Foundation (Training Course + Certification Assessment)
  • Design Driven Assurance (Training Course + Certification Assessment)
  • Agent Emulation (Training Course + Certification Assessment)

CCC – Performance Testing

Certification Path:

  • Platform Foundation (Training Course + Certification Assessment)
  • IVR Performance Testing (Training Course + Certification Assessment)

CCC – Performance Testing (CX-AX)

Certification Path:

  • Platform Foundation (Training Course + Certification Assessment)
  • IVR Performance Testing (Training Course + Certification Assessment)
  • Agent Emulation (Training Course + Certification Assessment)

CCC – CX Monitoring

Certification Path:

  • Platform Foundation (Training Course + Certification Assessment)
  • CX Monitoring (Training Course + Certification Assessment)

CCC – CX Monitoring (CX-AX)

Certification Path:

  • Platform Foundation (Training Course + Certification Assessment)
  • CX Monitoring (Training Course + Certification Assessment)
  • Agent Emulation (Training Course + Certification Assessment)

Pricing

Certification Assessment pricing below is in addition to the costs for each Training course and are priced per individual. This pricing covers the cost of all assessments required to achieve each certification*.

Certification Assessment Pricing per Individual ($ USD)
CCC – IVR Application Testing $1000
CCC – IVR Application Testing (CX-AX) $1500
CCC – Performance Testing $1000
CCC – Performance Testing (CX-AX) $1500
CCC – CX Monitoring $1000
CCC – CX Monitoring (CX-AX) $1500

Please contact your Account Executive for regional pricing. For individuals without a Cyara subscription, please visit our Cyara LMS to select and purchase the certification online.

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 the following online components using both the Cyara Learning Management System (LMS) and the Cyara Academy Training

Part 1: A practical workshop to demonstrate the skills acquired during the training course(s). This workshop will be completed on the Cyara Academy Training Platform. Once completed, the workshop must be submitted for assessment via the Cyara LMS. Upon passing the workshop, Part 2 of the course will be unlocked.

Part 2: A 20 question quiz — the required passing score is 80% or above. Assessment is provided at the completion of the quiz.

Note: Each certification course may take between 1-2 hours to complete.

Enrollment Access Period

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

Certification Validation

Each Cyara Academy certification is valid for 12 months on the current major release of the Cyara Platform. When a new major platform build is released, completion of a bridging course may be required in order to maintain the relevant certification.

Those on a Cyara subscription will have their current staff Cyara certifications revalidated as part of the Cyara subscription renewal process. A renewal option will be offered for individuals who wish to revalidate their certification after 12 months.

* Additional Fees
Failure to complete the assessment within the specified time period may incur a $50 USD Rescheduling Fee to re-open each assessment. If a failed result is incurred in an assessment, a $50 USD Administration Fee may be payable to reset the assessment.

Resources

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Cyara Academy Course Guide

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Cyara Academy FAQ

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For any questions about Academy courses, contact the Cyara Academy Admin.

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