August 15, 2012
Cyara Testing Saves Time and Adds Value
By Rich Steeves
TMCnet Web Editor
Six years ago, a group of ex-Genesys (News - Alert) folks founded Cyara with the goal of improving call center testing. They developed solutions to test regression and load and to perform functional testing with one starting question in mind, namely “Is your IVR doing what it is supposed to do?”
The company now has offices in Australia, Europe and the United States and, according to company CEO Alok Kulkarni (News - Alert), Cyara’s customers are pleased with the ability to differentiate and really take control of their testing. They can build their own test cases with the easy-to-use solutions from Cyara.
The solutions can be personalized and can deal with high levels of complexity. For example, if a company sets up an IVR system to allow customers to file their taxes – an extremely complex process indeed – Cyara can manage that, making it far easier for companies to troubleshoot test cases. Cyara’s solutions can test every combination automatically, reducing testing time from months to weeks, and allowing companies to add features easily. Plus, the solution can identify other issues aside from IVR problems, such as telco or port capacity issues.
Cyara can also help companies with benchmarking. If a company wants to switch call recording solutions, for example, Cyara can benchmark the current provider and the newcomer. Its solutions, according to Kulkarni, are designed to reduce finger pointing. The solution generates traffic as though it was real and presents results that customers are looking for.
One company that had success with Cyara’s solutions was Green Dot. The prepaid provider used Cyara for its load testing when it was looking to switch its IVR to an in-house solution. Cyara shortened the test cycle from weeks to days.
Since Cyara can save companies time and money, it allows them to go deeper and broader with their testing, really digging into the true customer experience. Cyara solutions are on a SaaS (News - Alert)-based platform and companies have access to all test cases, empowering them to author their own scenarios. In the end, Cyara offers value for one simple reason: it identifies a stress and fixes it. What more can you ask for?
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Edited by Amanda Ciccatelli