Cyara Call Center Quality Assurance ("QA") Software

Cyara is a company with a clear mission to improve customer experience on the planet. Founded in 2006 by Alok Kulkarni, Bonny Malik, and Luan Tran, Cyara was born out of a need to test a new speech recognition system for a major government agency in Australia, which lacked a solution for replicating high volumes of customer interactions. From these roots, the company has grown into a global leader in CX Assurance, consistently innovating in the space with a keen eye on the evolving landscape of customer experience (CX) technology. This includes testing voice biometrics, digital channels, artificial intelligence (AI), and preparing for future advancements in technology. Cyara's commitment to lead in CX assurance innovation is fundamental to its operations, ensuring that organizations can deliver exceptional customer experiences in an ever-changing technological environment.

The products and services offered by Cyara cater to a wide range of customer experience assurance needs. At the heart of Cyara's offerings is their AI-Powered CX Assurance Platform, which stands out as the only automated solution that provides complete visibility and control over the entire customer experience across every communication channel. This platform enables businesses to visualize IVR and chatbot customer journeys even before production, and continues its support post-production with live voice quality monitoring. Cyara's platform is complemented by specific solutions like Cyara Velocity for IVR testing, which can fully document IVR software, author IVR test scripts for functional and regression testing, and more—thereby ensuring that IVR systems function flawlessly from the customer's perspective. Whether it's IVR testing, performance monitoring, or enhancing the reliability of customer interactions, Cyara's solutions are designed to simplify and automate the process, helping organizations achieve their goal of delivering seamless customer experiences at scale.

Cyara.com offers a comprehensive AI-powered Customer Experience (CX) Assurance Platform designed to optimize customer interactions across various channels. This platform enables businesses to assure better customer experiences at scale through end-to-end CX automation. By providing full visibility and control over the entire customer journey, Cyara ensures high-quality customer interactions from pre-production to post-production phases. Here are the primary features and offerings provided by Cyara.com:

1. **Automated Testing and Monitoring:** Cyara automates the testing and monitoring of communication channels, including phone, WebRTC, email, SMS, IVRs (Interactive Voice Responses), and chatbots. This automation allows for more comprehensive and efficient testing, which can lead to lower operational costs, improved efficiency, and a greater return on investment (ROI).

2. **End-to-End Customer Experience Assurance:** The platform covers the entire customer experience lifecycle, supporting functional and regression testing, load testing, and production monitoring. This ensures flawless customer journeys across all voice and digital channels.

3. **Proactive Problem Identification:** Cyara's solutions proactively test and identify defects, pain points, or problem areas, issuing immediate alerts for swift troubleshooting and resolution. This approach minimizes downtime and ensures a seamless experience for customers.

4. **Omnichannel Support:** Cyara offers a comprehensive solution for testing and monitoring all communication channels, adhering to the complexity of modern customer interactions that span across multiple platforms.

5. **Integration and Scalability:** The platform addresses challenges related to integrating diverse software solutions and platforms, ensuring they work together seamlessly. It also ensures that communication channels can scale to accommodate business growth without compromising performance.

6. **Compliance and Cost Management:** By helping businesses navigate complex regulations and requirements, including data protection and privacy, Cyara aids in maintaining compliance in highly-regulated environments. The platform also assists in correctly allocating resources to maintain and upgrade communication infrastructure efficiently.

7. **User-friendly, No-code Interface:** Cyara provides a user-friendly, no-code interface that makes it easy to test and monitor systems — from IVRs and chatbots to live voice interactions — facilitating adoption and operation without requiring extensive technical expertise.

8. **Technology Agnostic:** The platform is designed to work with any technology, allowing businesses to test and monitor their existing systems without the need for major overhauls or replacements.

By leveraging Cyara's platform, businesses can achieve significant improvements in customer sentiment towards their brands, faster time to market for new features and updates, greater customer self-service through chatbots, and proactive avoidance of contact center outages. Additionally, Cyara enables businesses to expand into new support channels, including SMS, web, and email, further enhancing customer engagement and satisfaction.

Cyara does not publish their pricing.

Cyara.com is utilized by a diverse array of customers to improve their customer experience (CX) across various sectors. Notable customers and users mentioned in the given information include:

1. **A large retail energy leader in the United States** - This company leveraged Cyara's automated customer experience testing to ensure operational efficiency and customer satisfaction. With the help of Cyara's platform, they were able to nearly double the number of calls answered, significantly saving time and money while improving their customer experience.

2. **Blue Shield of California** - Specifically mentioned in the context of using Cyara's Pulse Mobile App, Blue Shield of California benefits from real-time monitoring and incident management capabilities to maintain and improve their customer experience systems. Richie Gass, senior manager of telephony and conferencing services at Blue Shield of California, emphasized the app's flexibility in allowing customization according to the needs of different team members, from engineers requiring technical details to executives needing a comprehensive overview of business performance.

These examples underline Cyara's broad applicability across industries, aiding companies in ensuring their CX systems are robust, efficient, and capable of delivering superior service to their customers.