News : Cyara Launches Cyara FIVE Platform
San Francisco, May 28, 2014 -- Cyara, a customer experience contact center testing company, has launched its automated testing platform which can decrease organizational testing efforts in most cases.
The Cyara FIVE customer experience contact center testing platform is designed to help organizations test and manage telephony, IVR, speech recognition, computer-telephony integration (CTI), routing and agent desktop technologies in a way that supports an organization’s business and customer experience goals.
As business goals and customer demands change, modifications to the technologies that run the contact center can unintentionally "break" the customer service delivery model. Through testing, organizations can run simulated changes and determine the best way to make changes that support business goals, without eroding critical customer experiences.
"The contact center, more than any other business department, has direct, real-time impact on creating a positive customer relationship," said Dan Miller, senior analyst and founder, Opus Research. "Testing gives enterprises the confidence to take control of the quality of every customer conversation by supporting their device-of-choice, channel-of-choice and time-of-convenience."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Continuous Improvement
More Editorial From Cyara
Cyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner.
Published: Friday, May 30, 2014