Complex test scenarios can be performed by placing simulated phone calls, emails and chat interactions into a customer;s environment, where they appear to be “live” customer interactions. Agents can also be simulated, adding to the depth and breadth of the testing process. Cyara allows the volume and complexity of these transactions’ to be increased which highlights issues that negatively affect the customer experience.
Most organisations have some degree of capability and governance when it comes to testing of systems, applications and integrations in their IT system environment. But inevitably these focus on the technology platform components. Equally, many organisations are undergoing digital transformation initiatives in order to deliver applications and platforms that embrace mobile and digital channels increasingly demanded by customers and the business. This creates real challenges for businesses trying to create efficient and complete testing regimes in this broad environment. What is often missing is a focus on testing the ‘customer outcome’ – which is why you are transforming in the first place. Cyara revolutionises the approach to testing and complements your testing practice.
Cyara is offered as a cloud based platform – enabling you to ‘test’ certain parts of the platform, or one off initiatives before committing to an expanded test regime, or it can be deployed as a premise based platform.
Circle Consulting & Software has over 20 years experience designing, building and supporting complex Contact Centre environments so we understand the importance of a well designed and executed test strategy. In our experience the piece in this puzzle that has been missing is having the ability to truly understand the customer experience that is delivered once these solutions are deployed into production. Being able to bridge this gap, is one of the key reasons we chose to partner with Cyara, in order to complement the solutions we deliver and give a customer focussed view.
We have deployed Cyara for a large government department and are a Cyara certified reseller and services partner, with New Zealand’s only certified Cyara Architect in our team – so we can help bridge the gap between the technology and customer aspects of your testing. Here’s how:
The Cyara Platform
Comprehensive, end-to-end, customer experience testing
Your organisation strives to give consumers self-service capabilities across communications channels: phone, mobile, web, and kiosk. Yet you also know these services must seamlessly transition customers to live interactions when needed. And all of this isn’t easy. It requires the coordination and integration of many technologies and making changes to the customer experience introduces significant risk that flaws will be exposed to your customers. Is your current customer service technology slowing you down?
Cyara is here to help. The Cyara Platform allows you to automatically and completely test enhancements to the inbound voice experience across the entire technology stack, from IVR to IP telephony, to CTI, agent desktop, outbound dialer, website, callback and voice recording technologies, and voice biometrics deployments. In addition, the Cyara Platform supports the entire testing lifecycle, from functional testing, to load testing, to regression testing, to production monitoring; all to ensure the experience works precisely as it was designed.
Test across All Levels of your Architecture
With the Cyara Platform, you can test to the level or architectural depth you wish. The Cyara Platform can be employed to test only your self-service IVR, or it can be employed to test the entire architecture you rely on to deliver the right experience. Or any variation in between. The Cyara Platform can be utilised across the four significant levels of your architecture:
The Cyara advantage
- No need to modify your existing self-service applications
As a Cloud-based solution there is no need to implement additional hardware or infrastructure - Easy to use
- Technology agnostic
- Facilitates collaboration across the testing lifecycle
- Testing covers the entire technology range from IVR, PBX, CTI, Web, and agent desktop
- Calls are fully recorded and are easily played back within your browser
- Management reporting to understand issues
- Scalable to tens of thousands of ports
- SMS/e-mail alert notifications
- DTMF/speech application support
Compatible for use with VoiceXML-based media platforms (IVRs)
- TDM or IP telephony support
- Extensible testing platform for all customer interactions
- Complete coverage from customer through to endpoints and agent desktops
How it Works
Level 1: Cyara generates real-world traffic coming into the contact centre, placing each call as though it were from a customer with a unique call flow. Cyara call flow scripts, easily generated by your developers, QA staff, or analysts, are used to mimic caller behaviors to thoroughly exercise your customer-facing applications before they are exposed to real customers.
Level 2: Extending to Level 2 testing brings the agent telephony devices into the testing scope. This is helpful for companies that want to deploy a large testing environment or simulate large load conditions without having to tie up the existing production agent handsets. It is also helpful for companies that are testing and monitoring MOS scores to verify the voice quality of calls to and from customers. The Cyara Platform can also integrate directly to the deployed handsets so voice quality is measured in the most complete way – from the customer all the way through the agent’s headset.
Level 3: The Cyara Platform allows you to mimic a range of agent behaviors as well and you can statistically assign these agent behaviors to the variety of consumer behaviors generated by the caller experience scripts. This gives you a true depiction of how your systems will operate and perform when they are in production. Extending to Level 3 gives your organisation the opportunity to test the PBX, CTI (Computer Telephony Integration), routing, data integration, and contact centre reporting, regardless of your choice of technologies. The Cyara Platform is technology agnostic and can work across the major telephony, speech, CTI, and desktop technologies.
Level 4: Many companies extend testing to include the agent desktop environment so they can be confident agents are completely productive using technologies that have been tested for functionality and scale, and that they can service customers when systems are put in production. In addition, Cyara provides the comfort of knowing that if anything happens that degrades the customer or agent experience, you will be the first to know.
Functional testing
Don’t let your current sluggish functional testing processes hold back your ability to innovate, respond to fast-changing requirements, and deliver a superior customer experience.
Cyara functional testing allows you to validate that each and every part of your customer-facing applications is delivering the experience you’ve designed; across IVR, speech, voice biometrics, voice callback, chat, web interactions, and work items – at a fraction of the time and effort of other testing methods or systems.
With the Cyara Platform, you can perform comprehensive, automated functional and regression testing at the click of a button. You are now free to change IVR, web, and other customer-facing communication applications as frequently as needed, because Cyara can test the entire application automatically in as little time as just one hour. You will know that any modifications to your applications have not negatively impacted other parts of the experience for customers. And you automatically receive notification of any failures, so you can accelerate any required fixes to ensure your schedule isn’t impacted.
Load testing
Simulate sustained traffic loads, sharp peaks, and controlled volumes with tests that are easy to configure, easy to run, and easy to repeat. Cyara Load Test performs end-to-end testing under the toughest conditions; so you can go live with total confidence.
Monitoring
You’ve invested considerable time and effort designing a superior customer experience at your customer care centres. You’ve tested and re-tested to make sure everything works exactly the way it should. You’ve run a successful pilot. Now you’ve deployed into production, and you can rest easy knowing your voice application and contact centre are actually delivering the experience you intended. Right?
With the Cyara Platform, the answer is a resounding yes. Because the Cyara Platform continuously monitors availability and performance of your IVR and contact centre, end to end, from a customer’s perspective. If there is any variance between what you designed and what real customers are experiencing, you know about it instantly; so you can make any needed adjustments before customers are impacted.
The Cyara Platform automates comprehensive development and post-production testing of the customer experience across all conversational channels, including outbound dialing to customers and prospects. Simply put, it eliminates all the technical barriers to delivering the right customer experience.