- 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.
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.
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.
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.