Cyara, a developer of interactive voice response (IVR) development software, recently announced the launch of its Cyara Crawler application, which can automatically reverse engineer existing call center IVR's to give developers more power when changing their call mapping structures.
The cloud-based Crawler works by placing a number of automated calls to an IVR. It makes enough calls to map out the entire IVR layout and then generates reports about how the system looks, any dead ends or inaccuracies it may contain, and any manual intervention required. From there, business developers can make changes as they see fit because they will have a complete picture of the calling tree that all callers navigate before getting to any business representative. Developers can then alter their legacy IVR as they see fit or upgrade to a modern IVR that is more easily configurable and can lend itself to easier future edits.
Alok Kulkarni (News - Alert), the CEO and founder of Cyara, commented on the product release and how it can change the entire market.
“Launching Cyara Crawler, an automated and intelligent cloud-based solution, is a game changer for the global contact center industry as it will replace around 90 percent of the manual processes,” Kulkarni said. “The ability to rapidly and continuously innovate to provide an exceptional customer experience is critical in today's omni-channel world. Crawler will transform a company's ability to improve its customer experience more effectively and with agility.”
The primary benefit that Crawler brings to the table is automation. Before this release, developers who wanted to change their IVRs needed to know how their layouts were created in addition to knowing the layouts themselves. If they knew the former, they could make changes, but not until manually calling the entire IVR tree to figure out the exact navigation and any pitfalls it may have contained.
With Crawler, that time-consuming and potentially faulty process exits in favor of automation. Not only is automated calling quicker; it should be more accurate. This frees up developers' time to edit their IVR paths and upgrade to modern systems if they desire. They can see all paths in graphical reports and manually intervene to shore up Crawler processes if necessary.
Although the time-worn phrase “game changer” comes to mind, the Crawler application should be able to live up to that title. It can transform and entirely-automatic process into a nearly-100 percent automatic one. The time savings alone should be significant enough to impress. The accuracy of the system can give call centers a complete return on investment.
Furthermore, for customers, this could result in a paring down of IVR menus which, to the delight of any caller, should allow them to get to representatives and have their questions answered more quickly. That ultimate goal is worth taking the time to get right.
Edited by Maurice Nagle