Cyara Xchange 2021 Virtual Roadshow Session Replays
Thank you for registering to access our on-demand Xchange 2021 Virtual Roadshow content. We hope you’ll watch, re-watch, and share this material with others who would benefit from this content.
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Vitality – No More Manic Mondays: Avoiding Surprise Outages and Proactively Shaping CX
Mahadevan (Maddi) Krishnan, Head of Resource Planning at Vitality, shares how CX test automation has helped them to eliminate P1 issues after system upgrades and changes, gain visibility into root cause of failures stemming from third-party platform providers, and focus their Monday mornings on high value work instead of fixing defects.
Vattenfall – Faster, Better, Smarter: Achieving Efficiency with Streamlined Roles, Responsibilities, and Systems
Daniel Possekel, Genesys Product Owner at Vattenfall, shares how they are gaining visibility into voice and chat customers journeys, expanding testing coverage while shortening testing times, and reducing the involvement of the business in fixing CX issues.
Mercedes-Benz and Banking Customer – Pedal to the Metal: Real Stories from Customers Accelerating CX Testing with Automation
Brandon Tyler, IVR AWS Cloud Engineer in the banking industry, and Audrey Merlivat, Business Consultant for Mercedes-Benz, share how they are using automation features like Call Explorer to accelerate IVR testing and validate customer journeys across multiple languages.
Cyara’s Product Update – 2021 Strategic Direction
During this session, our Product Management Team showcases two new offerings – Call Explorer, which turns manual and repetitive IVR testing activity into an automated regression suite, and LiveVQ, which accelerates root cause analysis for voice quality issues affecting at-home agents.
Royal Bank of Canada – Achieving a Real-Time Dashboard View of Contact Center CX
Hear from Ryan Rivais, Director of DevOps and Engineering Transformation, and Victor Wong, Senior Manager of Client Engagement Development and Operations at RBC, on how they have integrated Cyara Pulse into a holistic, unified dashboard that enables them to manage all contact center operations from a single screen (demo included). Their custom-built dashboard closes the gaps on CX visibility, bringing health check and performance data from Pulse into full view alongside other critical insights through their use of REST APIs.
Cloud, AI and Automation: How Electrolux is Modernizing Their Contact Centers Across Europe
During this session, Juliano Tripodi, Agile Delivery Lead for Electrolux, shares how they are migrating all of their European contact centers to Genesys Cloud, how Google AI is playing a key role, and how the Cyara Platform is helping them accelerate the migration with automated overnight testing, continuous voice and chat monitoring, and proactive issue identification.