September 05, 2014
Cyara Helps Make Enterprises Successful, Keeps Customers Happy
By Maurice Nagle
TMCnet Web Editor
“Omni channel” and “customer journey” are just a few of the buzzwords pin-balling around the customer relationship management space. In today’s ‘omnichannel’ world, enterprises, at least successful ones, must interact with customers in the way in which the customers would like to engage - whether this is phone, mobile channels or on the Web.
One company developing solutions for customer care organizations, Cyara, is helping enterprises troubleshoot and ensure reliability through its newly released Cyara 5 platform. Traditionally, testing one’s IVR and speech performance, contact center, outbound contact, Web interaction and Voice biometrics were not all possible, and the process of testing was a massive time consuming headache. Cyara, is advancing the notion of a more integrated testing strategy and General Manager and Vice President, Americas Bill Aston sat down with TMC (News - Alert) at a recent industry event to talk testing, Cyara and industry trends.
Aston asserts that with the complexity of systems today, companies are so gung-ho to get code up and running, that testing has been left to the waist side. We can all understand the inherent weaknesses with manual testing; humans make mistakes and there is no way to compare one test to another.
Typically, customers follow the 80/20 rule, and will only test 20 percent of activity, which doesn’t allow for a pattern to appear. But many times, faults are from periphery issues and problems don’t occur until a specific area is used more frequently. With customers embracing a more strategic testing policy, costs are reduced by catching a problem in the beginning. By not regularly implementing testing, a small issue can become a large costly one buried in the framework of the system in place.
“What we’re finding with our customers is that the Cyara platform provides an end-to-end testing suite,” Aston said. The Cyara solution offers scripts during the event, regression, load testing and monitoring from when production begins. The early work benefits later phases, by giving a clear view of areas of the system showing vulnerability. If a customer can utilize a test case as a qualification, communication with the IT department is improved and avoids the historical contentious relationship between the build side and the run side.
Aston proclaimed the ‘Big Bang’ (News - Alert) is simply the, “realization that collaboration throughout the design or application lifecycle benefits greatly.” With proven success in large companies as well as companies with hosted solutions.
Another area Cyara is working, which is gaining momentum, is chat testing. Say for example a customer is on a website looking for help. The company can detect the struggles and offer help through a chat window. A call back can be generated to follow up and ensure a positive customer experience. The integral piece to this is contextual awareness, as customer service now has complete awareness of the customer’s experience.
Cyara is very busy improving the customer experience, with its innovations moving faster than the space and echo what appears to be a theme with Cyara: collaboration and communication is vital for a successful enterprise and happy customers.
Edited by Stefania Viscusi