Cyara Empowers Contact Centers to Deliver Personalized Customer Journeys

Cyara 7.3 validates critical CX connections between the self-service and agent segments of a journey, ensuring effective service and high customer satisfaction

With its latest update, Cyara is taking aim at one of the biggest customer-service frustrations: the loss of data when customers move from self-service to agent-assisted service, or from one channel to another. To earn customer loyalty and satisfaction, leading global enterprises know they must deliver consistent and personalized customer experiences across all touchpoints and at each step of their customer’s journey. In fact, 80 percent of enterprises expect to connect most or all of their customer channels within two years.

Cyara now enables brands to more easily and efficiently test those connected experiences. Cyara 7.3, which debuts today, includes updated omnichannel capabilities for automating the testing of journeys that span and hop channels, and include both self-service and agent-based experience components — all managed and reported within a unified interface.

Alok Kulkarni
Alok Kulkarni

“Today’s consumers interact with brands in multiple ways and they expect a seamless experience across channels, whether they are engaging with a self-service application or with an agent,” said Alok Kulkarni, CEO and co-founder, Cyara. “With the functionality we’re announcing today, customer-service operations can meet those high expectations, confident that they’re delivering outstanding customer experiences.”

Single View of Customer Journeys Across Channels, Spanning Self-Service and Agent-Assisted Service
The 7.3 release strengthens Cyara’s omnichannel functionality, providing visibility into the fidelity of customer journeys across channels, including voice, web, chat, chatbot, email, and SMS. Not only does the solution provide testing and monitoring of each channel, but it now provides an integrated view across customer experiences. For example, in an omnichannel validation, a customer journey designer can test journeys in which the customer dials in to reset their password, and the customer receives a one-time private URL via SMS that provide a web link for the password reset.

Read More:  With Automation and AI, the Human Side of Selling Is Fast Becoming a Unique Skill Set

Previously, self-service and agent-assisted interactions had to be tested separately. Now, Cyara provides detailed insights into the performance of the IVR (interactive voice response) system, call routing, data passing to an agent — all in a single view.

With this new feature, Cyara clients can also ensure that information provided by the customer during a self-service session is correctly preserved during transfer to an agent, eliminating the common frustration of having to repeat steps or re-submit information.

New Persona-Based Testing

The platform now supports persona-based testing, so Cyara clients can more easily test the personalized experiences of different customer segments. Customer journey designers and QA teams can verify customer experiences that vary across different customer personas based on attributes such as status (Platinum, Gold, Silver) or product line (auto insurance vs. life insurance), routing those customers in a logical way and presenting them with appropriate customer service information and interactions.

Cyara’s persona-based testing uses centralized definitions of data sets with large amounts of test data that can be exercised across different types of tests — broadening and deepening the CX testing process to ensure higher levels of quality for today’s complex and dynamic IVRs and websites.

Read More:  The Growing Role of Salesforce in the Marketing Attribution Ecosystem