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News : Cyara Acquires CentraCX Adding Voice of the Customer (VOC) to Customer Experience Transformation Solutions

#contactcenterworld, @getcyara

Redwood City, CA, USA, June 20, 2023 - Cyara, an AI-led Customer Experience (CX) Transformation Platform provider, announced its acquisition of CentraCX, an SaaS-based Voice of the Customer (VOC) solution, designed specifically for the contact center. This acquisition adds advanced VOC and customer feedback capabilities to Cyara’s portfolio of products, 

The acquisition of CentraCX compliments Cyara's existing capabilities, bringing valuable insights that inform companies on how to design CX strategies that truly resonate with their target customers. By combining Cyara's expertise in CX assurance with CentraCX's ability to inform CX design with real customer feedback, organizations can continuously transform their CX initiatives and drive customer satisfaction and loyalty.

"Today, with rapidly changing technology and ever increasing customer expectations, delivering a great CX means continuously transforming. This requires the ability to both design a great CX and to deliver it with speed and quality," said Alok Kulkarni, CEO and Co-founder of Cyara. "With the acquisition of CentraCX, we are uniquely able to offer an AI-enabled CX transformation platform that informs CX design with customer insights and feedback and enables delivery of those designs with speed and quality through automated testing and monitoring."

Cyara is available now on Genesys AppFoundry.

#contactcenterworld, @getcyara

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Cyara:
Company LogoCyara 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.
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Today's Tip of the Day - Workforce Management Solutions

Read today's tip or listen to it on podcast.

Published: Thursday, June 22, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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