CX Assurance Blog

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 me...

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 of...

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 Platform...

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...

In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations. In my most recent interactions with two customers, I came to realize that organizations may be overlooking a great...

I recently met with a CIO of a major enterprise in the USA. One of the biggest victories for his team would be to stop taking escalation calls and sending apology emails every other Saturday when a production release took place and yet another bug made it past...

When we started to tell customers about our IVR discovery product, Crawler, a few years ago, I got excited. My excitement wasn’t so much about the IVR discovery capability our development team had put together—it essentially dials into your IVR, reverse engineers...