Cyara Automated Testing Suite Reduces Call Center Technology Deployment Risk

By Shamila Janakiraman
TMCnet Contributor

Cyara announced that its Automated Testing Suite successfully reduces call center technology deployment risk. Cyara specializes in premises and cloud solutions required for testing, monitoring and simulating interactive voice response (IVR) and contact center systems and applications.

A case study released by Cyara highlights how its automated testing suite saved a 2012 technology upgrade deployment at a U.S-based financial institution.

“This case study documents in great detail the reality of what can go wrong and does in many deployments with so many moving parts, as is the case in complex contact center infrastructure and application deployments,” said Alok Kulkarni (News - Alert), CEO at Cyara.

The study reveals all the benefits experienced by the customer. The major advantage was the ability to eliminate vendor misunderstandings, which in turn helped streamline the complex deployment procedures.

A senior technical project manager at Cyara said, “The value of the Cyara tools went way beyond basic IVR verification allowing the organization to quantify errors found in the IVR, including call recordings that could be provided to the vendor to help them in cleaning up the IVR code and functions that were found to be missing. The vendor discussions were far more succinct and removed any possibility of misunderstanding.

Cyara’s automated testing suite not only facilitated the contact center and IVR technology upgrade, but was also beneficial in many unintended use cases, which made the project a success for the customer.

The optimized testing procedures delivered by Cyara ensured that users can proactively act against potential points of failure, and rectify them before the customer experience takes a hit.

The automated testing suite enables optimum control, collaboration and flexible testing, which enhances customer confidence. It enables load testing of the network with Cyara Cruncher and conduct regression testing with Cyara Replay to improve quality assurance (QA).

The testing suite also features an internal safety net for all IVR functionality.

Recently, Cyara Solutions (News - Alert) Suite version 4.1 was announced with more than 10 new features focusing on key performance, usability and reporting enhancements. The emphasis has been on step-by-step real-time validation, increasing testing automation, unified reporting and a significant improvement in port density of Cyara’s call engine component.

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