Cyara Blog

Guest Post by Forty 7 Ronin: 3 Key Takeaways on IVR Testing and Performance

We recently teamed up with Cyara, a leading provider of customer experience (CX) assurance solutions, to host a joint webinar titled CX Assurance at the Speed of Innovation.

The purpose? To share our insights on how to deliver a powerful customer experience through IVRs and multi-channel innovation. You can check out the webinar in its entirety here, but we’ve broken it down into three key takeaways you can use to begin fine-tuning your customer experience right away. Let’s take a look.

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The Top 4 Reasons To Assure Your Call Recordings

Across industries, recording calls is essential for many reasons, including regulatory compliance and agent training.

Call recordings can be used as a tool to ensure the customer experience your agents are providing meets or exceeds customer expectations. 

For financial institutions in particular, having call recordings available can avoid steep regulatory fines and legal consequences. 

And in any industry, it's difficult to legally resolve a transaction dispute without the full, intelligible version of the recordings.

With so much at stake, it's no wonder that many enterprises are looking for additional levels of assurance that their call recording systems are working they way they should be.

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Operational Customer Experience — Obstacles that Affect OCX Infographic

In our last blog post we broke down a Frost & Sullivan survey of contact centers around the world and took a look at how Operational Customer Experience (OCX) impacts customer satisfaction. In this post, we examine the kinds of obstacles that affect OCX among the companies surveyed.

(Click to download the infographic)

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Operational Customer Experience — Establishing a Baseline Infographic

Late last year, Cyara commissioned market research firm Frost & Sullivan to conduct a survey analyzing operational customer experience in contact centers around the world. The report highlighted a number of challenges across the companies surveyed. Over a series of blog posts, we will take a look at the findings from the survey and what they mean to companies like yours.

(Click to download the infographic)

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The Benefits of Tests as Executable Documentation

Before joining Cyara, I built contact centers in Europe, Asia, Africa, and Australia for fifteen years. For two-thirds of that time, I was an architect. When I joined Cyara, I started doing some research on testing and the software development lifecycle. In a series of blog posts, of which this is the first, I will go through some of the things I learned and wish I had known and applied.

 

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A Proven Testing Strategy for Running Campaigns

In my previous post, Improve Customer Experience by Eliminating These Top 10 Hidden Issues, I shared the top ten customer experience impacting issues I've seen in projects with Cyara customers. In this post, I'd like to share a common scenario, which comes from a project where we used Cyara’s Crawler® solution to discover and generate Test Cases for the customer's pilot project.  

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Are Calls Getting to the Right Agent in your Contact Center?

A long-time Cyara customer in the insurance industry recently faced the challenge of ensuring that the calls placed to their complex, geographically distributed contact centers were being routed to the right agent in the right state. Cyara's professional services team suggested that the insurance company use Cyara Virtual Agent (CVA), our automated agent interaction solution, for their Avaya platform.

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Improve Customer Experience by Eliminating these Top Ten Hidden Issues

The ultimate goal of the contact center is to simplify the customer journey, but the technology behind the contact center itself is anything but simple. From the build phase to the design phase, contact centers are complicated. I think of the contact center as the front door to an organization that can either delight or frustrate the customer. It is the key platform to a “live engagement” where delivering a high-quality customer experience (CX) is of critical importance.

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Best Practices to Ensure a Flawless Customer Journey in the Telco Space

Despite being built for strengthening customer relationships, contact centers have unfortunately become a hub for customer complaints. Australian telecommunications leaders are using multiple avenues for managing service issues today, including phone calls, live internet chat, email, social media, and more. But the real customer service experience only begins once that interaction takes place.


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Cyara's Response to the Cloudflare Vulnerability (AKA 'Cloudbleed')

What is Cloudbleed?

The Cloudbleed security bug affects the reverse proxies of the internet services provider Cloudflare and led to the exposure of private information such as HTTP cookies, authentication tokens, and other sensitive data to search engine caches. It was discovered last week.

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