User:Hollischin/Cyara

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Cyara is a privately-held software company based in Redwood City, CA, USA. Cyara produces the Automated CX Assurance Platform which enables brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara facilitates the adoption of DevOps, accelerating the delivery of customer journeys across digital and voice channels while reducing the risk of customer-facing defects. The company has offices in Melbourne, Australia and London, UK. www.cyara.com

History[edit]

In 2006, Alok Kulkarni was a solutions architect at Genesys working on a state-of-the art Interactive Voice Response (IVR) system for a major government agency in Australia. He needed to test this new IVR system to make sure it could withstand an onslaught of incoming calls. At that time, there was no IVR testing solution that could reliably replicate high volumes of customer interactions without manual testing. Alok knew that if his company needed enterprise-level customer experience quality assurance then there must be thousands of companies with the same need. His foresight in seeing this gap in the market was the inspiration and catalyst for starting Cyara.

Together Alok and co-founders Bonny Malik and Luan Tran have built the Customer Experience (CX) Assurance Platform. The Cyara Automated CX Assurance Platform helps companies accelerate customer experience development, increase quality across all digital and voice channels, and assure customer journeys with automated, cost-effective, agile CX. The Cyara Platform builds better customer experiences faster, supporting the entire software development lifecycle for customer experience, from design to functional and regression testing, user acceptance testing, load testing and production monitoring. Unique to Cyara’s solution, the Platform tests from the customer and agent’s perspective, ensuring that users can identify issues that impact the customer’s experience from across the complex set of technology, including IVR and contact centers, used to deliver that experience.

The Cyara Platform enables Agile and DevOps methodologies with a focus on maximum automation and productivity through ease of use. The Platform fits within existing ecosystems using built-in integrations to Agile and DevOps toolchains. Cyara is based in Redwood City, California, USA with offices in Melbourne, Australia, and London, UK. The company assures over 5 billion consumer relationships with 4 of the top 5 brands in the world, 4 of the top 5 healthcare insurance companies, 4 of the top 4 credit card networks, and 6 of the top 12 property insurance companies. Customers include Airbnb, Anthem, ANZ Bank, Costco, and PNC Bank. Cyara’s global partner program includes Amazon AWS, Avaya, Genesys, Splunk, Twilio, and others. The Cyara Automated CX Assurance Platform has won awards from Customer Magazine, Communications Solutions, Frost and Sullivan, Gartner Cool Vendor, and Red Herring.

Solutions[edit]

Automated CX Assurance Platform

The Cyara Automated CX Assurance Platform enables companies to build better customer experiences faster. The Cyara Platform supports the entire CX software development lifecycle, from design to functional and regression testing, user acceptance testing, load testing, and production monitoring. Cyara’s Platform makes it easier than ever to innovate quickly and continuously, at scale. For enterprise leaders in the age of the customer who refuse to settle for either speed or quality, the Cyara Automated CX Assurance Platform delivers both. www.cyara.com

Products that are part of the Automated CX Assurance Platform include:

Velocity

Velocity lets companies build ideal customer journeys, then develop test scripts directly from those designs, ensuring that every journey performs exactly as intended. Velocity’s visual interface makes it easy to understand the design, identify potential issues, and then collaborate across organizations to put the finishing touches on their CX. With Velocity, companies maximize productivity using full automation of CX discovery and test case creation, execution, and maintenance. Velocity uses Robotic Process Automation (RPA) bots to automatically generate simulated customer interactions that mimic real-world customer contact. Additionally, Velocity enables the move to Agile and DevOps methodologies. With Velocity, companies can shift testing left, leverage automation, and utilize Velocity’s off-the-shelf integrations with Microfocus ALM for test management, and Jira for Agile planning to ensure that testing works seamlessly with all other development processes.

Cruncher

Cruncher automatically tests CX, ensuring quality performance under pressure, and providing massive system scalability. With Cruncher, companies can load test all their CX channels as frequently as needed, and each test gives vital information about where actual or potential issues exist. With this data, teams can proactively resolve issues before customers have to experience them. With Cruncher, a team’s productivity increases by leveraging the power of automation. Cruncher uses Robotic Processing Automation (RPA) bots to automatically generate hundreds or even thousands of simulated customer interactions that mimic real-world customer contact. Companies can get these simulations to test different types of load, including traffic spikes, sustained traffic volume over extended periods, and controlled traffic volume. Cruncher brings automation and ease to projects like cloud migrations, new product launches, and peak-season preparation, allowing companies to test performance at every step of their customers’ journeys. Performance testing can be used to ramp up systems to support thousands of simultaneous interactions.

Pulse

Pulse keeps watch on CX, automatically monitoring interactions from both the agent and customer perspective, mimicking their behavior, and providing real-time visibility of CX performance. Pulse gives companies the power to monitor CX from anywhere teams are working, with fully functional dashboards for operations centers, and web and mobile apps. Pulse uses Robotic Process Automation (RPA) bots to automatically generate thousands of agent and customer interactions that simulate real-world contact scenarios. At regularly scheduled intervals, Pulse fires off synthetic calls, chats to chatbots and web chat, and other interactions, giving you the clearest picture of your entire customer journey infrastructure, including all integration points and handoffs between systems. Pulse makes collaboration easy, providing both IT and executive users multiple ways to quickly view and share vital information about CX performance. Pulse’s customizable dashboards and web and mobile app let companies choose the level of detail seen, and organize information in ways that make sense by business unit, customer type, or by channel. Then, they can filter customer journeys by failed, satisfactory, and successful interactions, to focus on the highest-priority issues first.

Services[edit]

Cyara Services helps customers get up and running quickly to get the most out of their Cyara solutions. Services include technology and strategy planning consulting, Fast Start activation consulting, optimization consulting, Cyara Academy education and training, Customer Success services, and technical support.