Customer experience IT leaders know that a well functioning, complete ecosystem of technology—from IT monitoring, defect tracking, and software development systems to IT ticketing—is key. With this ecosystem in place, companies are empowered to iterate rapidly...
In my last blog post, I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect. By automating the process of...
Adoption of Contact Center technology in the Cloud is a trend that is well under way. According to IDC, nearly 50% of contact centers have deployed cloud-based solutions and an additional third are in the process. And, this isn’t just small contact centers....
Business users want an efficient and trouble-free way to make changes to IVRs. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want.
IVRs need to be...
The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact...
In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services. Rather than a chore, to...
More and more of Cyara’s customers around the world are moving their contact centers to the cloud. This is happening for many reasons, including improved flexibility and reliability, increased speed, and reduced costs. In fact, research shows that 81% of users...
When it comes to businesses, cloud-based services have aided the expansion of digital disruption as more and more processes move online. The three standard models associated with cloud computing are: Infrastructure as a Service, Software as a Service, and...
I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience...
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