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…...

How to Test IVR Systems Using Test Scripts

You’ve just invested in a new Interactive Voice Response (IVR) solution or back-end data system and integrated it with your customer journeys in mind. So what’s next? You’ll need to assure that these systems actually provide the customer experiences you've...

Personalized Experiences are Trending into Every Aspect of CX

It has been well over a year since COVID-19 arrived and began making an impact on the business world.  Employees experienced the difficulties of working from home while sharing the home with online learners and endless efforts to keep the entire family...

Did You Say Millions or Billions? The Impact Poor Voice Quality Can Have On Your Contact Center Bottom Line

Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result. Can you...

What is an IVR?

“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software —...

Wellness and Productivity are Often at Odds in High-Stress Industries

Stress is a way of life for many of us, particularly individuals who are highly driven, passionate and eager to work hard to set themselves apart in their chosen field. We thrive on pressure and love a new challenge or an impossible deadline. The technical term...

How Automation Can Kick IVR Testing Into High Gear

Recently, Cyara officially announced the release of a new automated Interactive Voice Response (IVR) testing feature, Call Explorer. If you haven’t had the chance watch or read up on how this feature helps make it easier to shift from manual to automated IVR...