Cyara: An Automated Omni-Channel Platform to Improve Customer Experience and Speed Innovation

Alok Kulkarni, Co-Founder and CEO
In the wake of rapidly expanding global business operations, there is an indispensable need for large companies to strengthen their networking infrastructure. Businesses must reinforce their communication strategies and internal support services to match the inexorably changing client requests. However, customers often face diverse risks while deploying new technologies and require extensive support from solution providers. Rising to the occasion, Cyara, an omni-channel testing and monitoring platform, lays a strong foundation for firms to test client experiences across broad technical architectures utilizing Cisco’s Unified Contact Center Enterprise (UCCE) solution. “Cyara has effectively delivered comprehensive customer experience testing software for deployment in contact centers, websites, mobile apps, and in the back office,” says Alok Kulkarni, CEO, Co-founder and Chairman of Cyara.

Since its inception in 2006, Cyara has unfolded various innovative solutions leveraging Cisco’s networking architecture and wide-spread interaction channels. The Cyara PlatformTM offers functional testing, regression testing, and production monitoring capabilities to contact centers and various online channels. Cyara’s contact center testing software simulates end user experiences via an easy-to-use web browser interface, from an agent-to-customer perspective or vice versa. This platform completely automates the contact center agent activity by answering all the calls, or placing them on hold, and launching other front-office applications. “A firm can customize and automate the agent activity across an entire contact center regardless of its geographic location, skills, and infrastructure,” says Kulkarni.

In addition, Cyara’s Speech Performance testing software helps test voice quality from a customer’s perspective to improve voice quality during an on-going call. This software’s user-friendly interface enables companies to classify call flows for testing and provides common scripting, reporting, administrative, and operational control with minimal effort. Furthermore, Cyara’s IVR Crawler shuns manual involvement while probing answers related to deployments in an Interactive Voice Response (IVR) system. This automated solution assists in creating an interactive visual map that helps in editing, adding new IVR options, and generating design documentation. Similarly, Cyara’s outbound testing, web interaction testing, and voice biometrics testing tools are imperative contact center solutions that help in enhancing security and end user experiences.
With a vision to improve customer care operations, Cyara has helped several clients from the financial services, energy, and government sectors. For instance, a major UK-based banking and financial services group rolled out an innovative natural language speech program to simplify their contact center activities. However, they faced considerable challenges in meeting the project dealines. Their infrastructure had a packed IVR list with no room to move and a high call transfer rate. After deploying Cyara’s automated testing and monitoring solutions, the financial services client was able to bring down the estimated 15 week project testing assignment to just five weeks, significantly reducing call transfer rates, and raising consumer satisfaction levels.

Cyara has delivered comprehensive customer experience testing solutions for deployment in contact centers, websites, mobile apps, and back office activities

Cyara, with its distinct expertise in customer experience testing, handles all aspects of contact center operations with great dexterity. One of Cyara’s exclusive methodologies, the “Customer Innovation Lifecycle” follows a continuous five step cycle—planning, designing, functional testing, user acceptance testing, and deployment—to relentlessly monitor and rectify issues in a customer engagement center. “This process helps clients innovate up to 70 percent faster than their peers, reduces the cost of required testing resources by 40 percent, and decreases chances of risk,” says Kulkarni.

Cyara is primarily focused on catering to Fortune 500 companies with a strong client portfolio in the U.S., Europe, Australia and New Zealand. Moving ahead, the firm plans to formulate tailored products to respond in synchronization with evolving customer needs. Besides, Cyara also plans to incorporate artificial intelligence into their automated testing and monitoring solutions to fetch better results.


Hawthorn, VIC

Alok Kulkarni, Co-Founder and CEO

An omni-channel customer experience testing and monitoring platform that provides functional testing, regression testing and production monitoring capabilities to contact centers.