CX Assurance Blog

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

In my last blog post, I focused on how Cyara Accelerator for Amazon Connect helps companies achieve both speed and quality in their initial migration to Amazon Connect, and in their ongoing development on their new platform. In today’s post, I want to turn my...

The contact center has become the turning 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, including many of Cyara’s...

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...

I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction.

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,...