Don’t Let #Chatbotfails Take You Down

4 Ways To Make Sure Your Chatbots Reach Their Full Potential

Businesses of all kinds are increasingly realizing the value chatbots can bring to their sales and support efforts. In a recent trends report released by Intercom, companies that implemented chatbots...

The True Cost of Manual Testing

Are Invisible Defects Limiting Your Revenue Potential?

Self-service is key to IVR success. When your IVR system empowers customers to get basic questions answered, submit information, and perform simple tasks without ever speaking to an agent, it’s a boon for your...

Don't Let These Commonly Confused Chatbot Terms Get the Bot-ter of You

When you stop to think about it, it seems the world we’re living in isn’t all that different from what science fiction writers imagined in the 1960s. We don’t have flying cars or time travel, but a lot of the pieces are there. Computers have opened doors that once...

The True Cost of Testing Reactively

How Proactive, Continuous Testing Can Save You Significantly in the Long Run

No one has to convince call center executives of the value of achieving a high bar of customer experience. Regardless of your industry, if you’re running a call center, CX is your bread...

Ready To Use Chatbots? Be Sure You Understand Customer Pain Points First

A Little Empathy Goes a Long Way

Chatbots have come a long way. Usage of this technology, which once handled only a small portion of customer interactions, is growing at a rate of 22.5% per year. And, while bots could only manage 20% of customer chats from start...

The Critical Role of Incident Management in Contact Centers

Do You Have the Plan and Tools You Need?

If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

Cyara and Genesys Reach Another Milestone

An Invaluable Partnership for CX Assurance in the Cloud Migration Journey

At Cyara, partnerships have always been central to our business model. Customer experience (CX) assurance is multifaceted, and you need a whole lot of gears turning together in sync to...

Building Trust in Government by Assuring a Flawless Constituent Experience

“We are experiencing a high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.” 

Get Your Chatbot GDPR-Ready with Automated Testing

From the corner office to a customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as varied as chief digital officers, vice presidents of mobile and web capabilities, and...