Redwood City, CA, USA, Oct, 2021 -- Cyara, provider of an Automated CX Assurance Platform, announced the release of LiveVQ, a solution for contact centers with at-home and remote agents that assures quality CX through real-time monitoring and diagnostics of voice quality. With the actionable data that LiveVQ provides, contact centers can improve agent productivity, customer satisfaction, and sales. The initial release supports Amazon Connect environments.
The accelerated shift to at-home agents during COVID-19 ripped a hole in contact centers’ ability to manage technical issues, including those that negatively impact voice quality during interactions with callers. This loss of visibility and control over the quality of customer experiences diminished customer satisfaction, contributed to lost sales, and impaired agent productivity. Moreover, this lack of visibility created challenges in resolving voice quality issues with a remote workforce and added to the technical workload. To solve this widespread problem, LiveVQ offers real-time monitoring, alerting, and diagnostics of factors that can impact voice quality during live customer calls.
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"The launch of LiveVQ is a key milestone in Cyara’s shift from focusing primarily on voice quality issue identification to also providing customers with real-time, actionable data that drives faster resolution," said Alok Kulkarni, CEO of Cyara. "The market was in need of a solution that offers this level of continuous voice quality monitoring to support the challenges that today’s contact centers are facing with remote agents."
"During COVID, all 4,000 of our agents moved to work from home within three weeks. If they had an issue there was very limited information we could access to try and troubleshoot. We could spend up to two hours talking to staff to diagnose the problem," said Alex Kocher, Head of Technology, Assisted Channels, at National Australia Bank. "NAB has long had a drive to experiment and try new things. Having worked collaboratively with Cyara for over ten years, we were excited to beta test their new platform. The granular visibility it provides in terms of agent voice quality and connectivity issues means we can diagnose problems much faster, wherever the agent or banker is based. Technology innovations on this scale really enable working from home to be industrialised. Ultimately, where we want to get to next is proactively using synthetic calls to try and diagnose problems before they occur so we can get ahead of any disruption to our customer experience and really support our front line staff."
LiveVQ will be available in mid-November.
Posted by Veronica Silva Cusi, news correspondent
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: Monday, October 18, 2021
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