Cyara Releases Virtual Agent for Desktop; Orchestrates Agent Workflow

By CIOReview | Wednesday, May 11, 2016
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Alok Kulkarni, CEO, Cyara

Alok Kulkarni, CEO, Cyara

REDWOODCITY, CA: Cyara, provider of contact center testing tools presents its Cyara Virtual Agent (CVA) for Desktop. Agent’s quality can now be analyzed and validated by leveraging CVA. The customers can now eliminate the old school approach to test the agent experience which was time consuming by having ‘Live’ agents now. CVA has overcome the previous approach by automating the agent’s interactions and tasks, and also streamlining agent workflow.

Cyara Virtual Agent with its ability to automate and mimic real life agent interactions and workflows performs testing to display the efficiency of contact center agents’ communication with desktop applications. Answering or ending calls, updating customers’ information or verifying account details in CRM applications are the few examples that explains how testing is done.  

Cyara's Virtual Agent can automate the entire process virtually on any Windows-based desktop at any given time. This results in mitigating the risk of poor customer experiences caused by slow agent workflows. "Like anyone else, I've had the frustrating experience of calling my bank or insurance company only to be told by the agent that the systems are running slowly or that something crashed," asserts Alok Kulkarni, Co-Founder and CEO of Cyara.

In addition to enhancing customer experience, CVA reduces the substantial cost, timing and logistical effort required to use live agents for testing. The ability to measure and validate agent’s desktop performance is within user-specified thresholds and the ability to validate app content and application functionality. This results in improvements with respect to accuracy and consistency of test results, eliminating human error.

Other features and benefits like ‘Drill-down’ out-of-the-box reports provide a view of agent desktop performance and results in enabling users to quickly understand overall results. Cyara Platform enables businesses to innovate more rapidly and reduces the risk of defects that can affect their clients.

Cyara’s user interface enables users to configure virtually any workflow, allows users to take control of the creation, updating and management of workflows. Features like capturing screen-shot assists users to understand each step of the executed workflow. CVA Desktop also supports extended multi-display agent desktops.