News : Ciara Announces Virtual Agent for Desktop
Redwood City, CA, USA, May 4, 2016 -- Cyara introduces its Virtual Agent for Desktop.
The importance of testing the end-customer experience is now widely understood, but CVA Desktop goes a step further by actually testing how efficiently contact center agents can interact with their desktop applications. It does this by automating and mimicking real-life agent interactions and workflows -- for example, answering or ending calls, entering customer information, or looking up account details in CRM applications.
"Like anyone else, I've had the frustrating experience of calling my bank or insurance company only to be told by the agent that the systems are running slowly or that something crashed," explained Alok Kulkarni, co-Founder and CEO of Cyara. "We've learned that when this happens to customers, they rarely complain. They simply walk away forever and take their business elsewhere. With CVA Desktop companies of all sizes can implement comprehensive testing to make sure that they don't fall victim to these hidden pitfalls."
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Posted by Veronica Silva Cusi, news correspondent
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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 6, 2016
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