Managing Health Insurance CX During "Crunch Times" and Year Round

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high...

Cyara Announces Launch of New Automated CX Assurance Solution, LiveVQ!

“Hey Honey… Do you think you could wait until the end of my workday to finish that episode of The Real Housewives of Toledo? I’ve got sales to close, and for the life of me I can’t hear my customers ‘cause you’re using up the bandwidth!”

Test Data Management that Delivers Results and Keeps Banks Compliant

Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one...

3 Great Examples of Transformative Solution Implementations to Celebrate Global CX Day

Global CX Day is October 5th! Cyara is proud to celebrate this unique holiday within our industry by recognizing individuals, companies, and organizations that work diligently to ensure quality customer experience to their audiences.

4 IVR Testing Strategies to Differentiate Your Customer Experience

Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated.

R U OK Day Prompts Cyarans to Ask "Are You Really?"

With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression. Meaning we likely all know someone...

4 Reasons IVR Technology is Integral to Your Contact Center

Interactive Voice Response, or IVR, is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. Callers have the ability to enter responses using the keypad on their phone to either manage...

From the Front Lines: Common Experiences with Recent Load Tests

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.

Today, we're sharing a few details about types of load testing because, as...

Why Contact Centers Should Test Bi-Directionally for Voice Quality

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company…...