Use Cases for Testing Your CX

Contact centers are where customers are won and lost. A single bad experience can result in the loss of that customer’s business for life. With all the different moving parts within contact centers today, it is vital to your organization to ensure that your contact center is running as efficiently as possible. That is why Cyara offers several different solutions that help with functional, regression, and load testing of your CX to ensure you deliver a great customer experience each and every time.

Cyara’s comprehensive testing solutions cover the following use cases:

Contact Center Testing: The Cyara Platform simulates the customer/agent experience with an easy-to-use web browser interface, from end to end. It starts with the customer calling your IVR or contact center from an external phone. The call intelligently traverses the IVR or speech application and is handled by an agent. The Cyara Platform can also completely automate the contact center agent activity by answering the call, putting the call on hold, and launching other front-office applications. To learn more about our end-to-end testing, click here.

IVR and Speech Performance Testing: IVR Speech Performance Testing generates real-world traffic coming into the contact center, placing each call as though it were from a unique customer with a unique call flow. Companies can rapidly generate call flows during development that are used throughout the testing lifecycle to mimic real customer interaction. These flows are used to automatically test the functional accuracy of the solution, and after rework or enhancements, to ensure the entire application is functioning as designed. Learn more about the Cyara IVR and Speech Performance Testing here.

Outbound Call Testing: Outbound Call Testing is able to emulate real customers, answering machines, fax machines, or even busy tones, no-answer and fast-busy scenarios. Used in the inbound mode, it receives calls from an outbound dialer prior to systems going into production. This ensures the experience will be high-quality to meet the needs of regulators and your business. Learn more about Cyara Outbound Call Testing here.

Inbound Voice Performance Testing: Inbound Voice Performance Testing generates real-world traffic coming into the contact center, placing each call as though it were from a unique customer with a unique call flow. Cyara customers can rapidly generate call flows, importing them from design environments or quickly building them in the easy-to-use Cyara Portal, during development. These call flows are then used throughout the testing lifecycle to mimic real customer interaction. Learn more about Inbound Voice Performance Testing here.

Voice Biometrics Testing: Voice Biometrics Testing is complete, end-to-end, and automated. Testing can be done in your development environment, your QA environment, or even your production environment. That way, you can eliminate security vulnerabilities at every phase of the lifecycle while also ensuring that the entire customer experience (which may incorporate existing DTMF/Speech IVR call flows) works flawlessly to deliver a better customer experience. Learn more about Voice Biometrics Testing here.

Web Interaction Testing: The Cyara Platform generates real-world traffic coming into your web and mobile self-service applications and requesting conversational assistance from a virtual or live agent, via chat or voice callback. With the Cyara Platform, you can mimic different customer behaviors to ensure the application works as designed across the range of expected customer actions. Learn more about our Web Interaction Testing here.

IVR Discovery, Mapping, and Test Script Generation:  Using DTMF, Velocity works by dialing the number for an IVR application, and recording the menu prompts. Extracting the available options, Velocity places subsequent calls, progressively recording the paths through the IVR and producing an interactive map that can be navigated. Using Speech-to-Text, Velocity converts what is heard in the IVR into text verbiage, and also enables users to drill down into call paths and options and listen to audio recordings of the ‘crawl’ to validate what’s been deployed. Hidden menus or specific paths can be easily modelled and crawled including speech-based systems. Learn more about IVR Discovery, Mapping, and Test Script Generation here.