Cyara Releases Version 7.3 with Even More Omnichannel Capabilities



Cyara has released version 7.3 of its solution for validating critical connections between the self-service and agent segments of customer journeys.

With its latest update, Cyara is addressing the loss of data when customers move from self-service to agent-assisted service or from one channel to another, enabling companies to test those connected experiences.

Cyara 7. includes updated omnichannel capabilities for automatically testing customer journeys that span and hop channels and include both self-service and agent-based experiences, all managed and reported within a unified interface.

The 7.3 release strengthens Cyara's omnichannel functionality, providing visibility into 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 a password and the customer receives a one-time private URL via SMS that provide a web link for the password reset.

Cyara provides detailed insights into the performance of the 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 customers during self-service sessions is correctly preserved during transfer to agents.

The platform also supports persona-based testing to help users test the personalized experiences of different customer segments. Customer journey designers and QA teams can verify customer experiences that vary across 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.

Also in this release, customer experience data can be shared with more third-party applications for centralized monitoring and integration with other critical enterprise systems. Monitoring alerts can be sent to web-based communications systems like Slack. In-depth reporting data can be fed into custom or third-party dashboards. CX incident alerts can auto-populate CX incident management systems like ServiceNow.

Another feature in this release further automates CX troubleshooting by enabling users to trigger and run new test cases based on the failure of another test case. This way, CX technicians can confirm the validity of a failure, determine if the source of an issue is the network carrier or an internal issue, and isolate the root cause of a failure.

"Most of the systems that enterprises have in different departments don't talk to each other, so they find it hard to link these channels to make the customer experience seamless. What we've done is given them a platform which enables them to recreate the customer experience and test…whether the transfers are successfully occurring without dropping the customer," says Alok Kulkarni, CEO and co-founder of Cyara.

"The key frustration that customers are having when dealing with organizations is failed transfers. We think that this is really going to drive customer experience to the next level because it's going to give organizations the platform and the tools they need to ensure that they will be able to meet customers' demands," Kulkarni adds.