#contactcenterworld, @optus, @getcyara
Macquarie Park, Australia, Oct 25, 2021 -- Cyara announced the recipients of the 2021 Cyara CXcellence Awards, also known as the Smileys – an annual award program recognising Cyara customers and partners that have demonstrated exemplary commitments to customer experience (CX) and DevOps best practices and innovations.
Cyara says that Optus received the top award as the Top ANZ/APAC Partner for the 2021 CXellence Awards due to Optus’ strategic commitment to Cyara in a variety of ways.
"Optus is delighted to receive this award and feel it’s proof of our commitment to customer experience," said Optus enterprise vice president delivery Danny Price.
"Optus supports Australia’s biggest contact centres, meaning that through partners like Cyara we can offer cloud solutions underpinned with automation that allow our clients to respond to their customers’ needs at scale, and when its needed the most. As an organisation’s contact centre is often the first point of engagement for their customers – getting this right is critical."
Posted by Veronica Silva Cusi, news correspondent
SingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
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: Tuesday, October 26, 2021
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
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WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...