Cyara Blog

Over the past few years, Cyara, like so many other software companies, has moved to a cloud-first delivery model. With the Cyara Cloud, you get an evergreen environment that is constantly on the current release, and has quick access to bug fixes and enhancements, as well as easy access to new product trials. And, with two completely redundant sites per region, our investments in hosting enable us to sustainably deliver less than 0.1% unplanned downtime.

It’s a topic I’m so passionate about that I am taking the opportunity to write my first post on the Cyara Blog to share with you the top reasons our clients are making the move to the Cyara Cloud.

We all know how frustrating it is when you can’t clearly hear the person on the other end of the phone line. How many times have you simply hung up on someone and called back to try and get a better connection? Well, it’s one thing to call back your friends, family, or colleagues. But, when you are calling your bank, insurance company or other business, you might lose your patience, hang up and never call back.

More and more Cyara customers are moving to an Agile/DevOps model because it allows them to release features more quickly, among other benefits. As one of Cyara’s Cloud Operations Managers, I’m tasked with automating operations and bringing together the development and operations teams. So I’d like to share what I’ve learned from our own Agile/DevOps journey.

Keeping your finger on the pulse of your customer experience is no easy feat. You have lots of moving parts, and things change rapidly. But at the same time, your CX is critical to your business success. That’s why I am so thrilled about the enhancements we are bringing to market in Cyara 7.1. While this release includes enhancements across the platform, our focus was on the monitoring capabilities found in Cyara Pulse. 

Tomorrow is Valentine’s Day, a day that symbolizes love. And just as flowers and chocolate are the language of love for couples, the language of love between you and your customer is your CX.

What does your CX say about you? Do your customers find you CX-y? If you’re like most organizations, you don’t know. You know CX is a priority. You know you’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? And, it’s no wonder so many of us don’t know how we’re doing — 96% of customers won’t tell organizations if they’ve had a bad experience.

Even the most thoroughly tested and optimized CX delivery systems are subject to unexpected failures and degradation, and CX monitoring allows an enterprise to detect these before their customers do. As covered in this Cyara Resources article, CX production monitoring is designed to check the performance of your CX delivery systems.

Production monitoring can broadly be classified as either active or passive, and it's beneficial for enterprises to use both. In this post, I'd like to go into more detail about active and passive monitoring.

Keeping on top of your CX requires ongoing monitoring, with robust, flexible alerting capabilities. Today, many CX leaders are monitoring their CX applications with Cyara Pulse, and leveraging our dashboards to make it easy to see at a glance when something needs attention. To make sure our customers find out as quickly as possible when a problem occurs, we have robust, flexible alerting capabilities.

Black Christmas is the period that starts when the big UK retail brands decide to launch their Christmas TV campaigns and ends on Black Friday (or Cyber Monday if you have any cash left!). You’ve never heard the term ‘Black Christmas’? That’s because I’ve just named it. So now it’s a ‘thing’ my friends.

I’m sure some people love this period –  ‘retail therapy’ addicts, serial bargain hunters, or just the Wizzard fans who “wish it could be Christmas every day”.

But despite its undoubted popularity, is Black Christmas good or bad for customer experience?

It’s a peculiar and relatively recent phenomenon. And there’s only one motive for Black Christmas: Wallet share.

Spectre and Meltdown are the latest in a long list of threats to the security of your IT systems, including those that underpin your CX applications. But your CX applications are particularly critical. Not only are they the front door to your customers, but they also contain valuable, confidential, and private customer information.