While many companies run customer support programs, there are few companies who see the volume of customer interactions – or more facets of their customers lives – than airlines. So it's not a surprise that speech recognition, when it first entered the public's consciousness in the 1990s, did it via interactive voice response (IVR) on toll-free customer support lines for major national and international airlines.
Since those early days, speech-enabled IVR solutions have come a long way: not only because speech technology has improved, but also because companies that rely on voice-enabled IVR to serve their customers rigorously test and monitor the technology, thanks to solutions of a handful of companies. (For an update on what's new in the world of speech-enabled customer service solution, see Rich Tehrani's blog entitled, “Latest Trends in Speech Technology, CRM, IVR, Collaboration and Cloud Computing”).
One such company on the cutting edge is Cyara Solutions, which offers next-generation premise and cloud solutions for simulating, testing and monitoring speech-based IVR and contact center systems and applications. Today, the company has announced that US Airways has implemented its Cyara Solution Suite to help ensure the successful deployment and upgrade of the airline's customer reservation and frequent flyer automated and assisted-service systems.
US Airways is using Cyara's solution to test and simulate callers’ experiences with airline reservation support as customers make new reservations, confirm or change flights and access preferred member mileage support in both self- and assisted-service scenarios. Metrics taken after the installation of Cyara's product indicate that even in the short time since the implementation, US Airways has seen significant time and resource savings on quality assurance (QA) test efforts: for example, testing resource requirements have dropped from three people testing over two to three days to just one person accomplishing the same work in four hours using Cyara’s automated solution.
When US Airways began looking for a solution to meet its needs end-to-end testing and simulation needs, it reviewed several systems, but ultimately chose Cyara when the airline found that it offered the most complete, mature solution for US Airways’ testing needs – IVR simulation and testing, agent routing and CTI (News - Alert) simulation, testing and monitoring – all on non-proprietary hardware, at the right price point.
The successful deployment proves Cyara capable of handling US Airways’ requirements of end-to-end testing – simulating a caller entering the voice system and traversing the established paths, exercising the data integration and agent routing.
“We are extremely pleased US Airways is successfully using Cyara for their IVR and contact center simulation and testing needs,” said Alok Kulkarni, CEO of Cyara. “Their initial results in time and resource savings are consistent with what is experienced across our entire customer base. We view our selection and successful deployment at US Airways as a another big step in our continual efforts to address Fortune 500 companies’ customers’ experiences with self and assisted service.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, happening now, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
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Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.
Edited by Jennifer Russell