How do DevOps methods accelerate CX innovation?


This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps.

Get to the Benefits of Amazon Connect Faster with Cyara Accelerator


Adoption of Contact Center technology in the Cloud is a trend that is well under way. According to IDC, nearly 50% of contact centers have deployed cloud-based solutions and an additional third are in the process. And, this isn’t just small contact centers.

Guest Post by InProd: Empowering Business Users to Easily Make IVR Changes


Business users want an efficient and trouble-free way to make changes to IVRs. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want.

How Can You Assure Voice Quality When You Move to the Cloud?


The contact center has become the turning point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

CX Thought Leaders July 2019


The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC. I recently asked CX experts for their view on cloud migrations.

Make Sure your CX is Switched on During the Big Switch-Off


In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

CX Thought Leaders


Artificial Intelligence (AI) is all the rage. It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies.

How to Maintain Visibility When You Move to the Cloud


When it comes to businesses, cloud-based services have aided the expansion of digital disruption as more and more processes move online. The three standard models associated with cloud computing are: Infrastructure as a Service, Software as a Service, and Platform as a Service.

12 Days of CX


To kick off the holiday season, Cyara is spreading some CX cheer, along with warm season’s greetings. And in the spirit of sharing, we’ve rounded up insights and perspective from both brands and customer experience (CX) experts.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Happy CX Day! Top Six Insights for CX Success


Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen.

Migration to Agile - Leveraging the Cyara CX Assurance Platform


I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience assurance.

Is Your Organization’s Focus on Projects Hurting Efficiency?


In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations.

CX is the Lifeblood of all Enterprises


I recently met with a CIO of a major enterprise in the USA. One of the biggest victories for his team would be to stop taking escalation calls and sending apology emails every other Saturday when a production release took place and yet another bug made it past detection, and into production.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

The Key to Making Your End-to-End CX Development More Efficient


When we started to tell customers about our IVR discovery product, Crawler, a few years ago, I got excited.

Three Questions for George Skaryak, Cyara's Sales Chief


We’re often discussing customer engagement here on the Cyara blog. I recently sat down with the person who is Cyara’s front-line guy for engagement with our customers.

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Guest Post by Martin Hill-Wilson: How I See Cyara's Value in a CX World of Constant Iteration


I arrived at the Cyara Xchange Roadshow in Manchester with excitement. Having been briefed on the brand’s focus and expertise, I was looking forward to hearing more.

Is Your IVR Dying a Death by a Thousand Papercuts?


Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

ANZ Bank: Understanding and Delivering an Assured Customer Experience


Following the success of our inaugural Xchange 2018 conference in San Francisco in March this year, we decided to take the show on the road. Our first stop was Melbourne, Australia—Cyara’s birthplace and home to many of our founding customers.

Overcoming Legacy Thinking: Insights from the DevOps Enterprise Summit


I was able to attend DOES 2018 , the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights.

Barriers to Innovation in DevOps, Part 2: Outsourcing Models


Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate.

State of DevOps Insights. 5 questions for Dr. Nicole Forsgren


This week, I had an opportunity to reconnect with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). Some of you DevOps aficionados will remember her fascinating keynote presentation, The Data Behind DevOps , at the Cyara Xchange conference, earlier this year.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Barriers to Innovation in DevOps, Part 1: Funding Models


Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate.

Digital Transformation and DevOps: It's Not About Technology


Many organizations around the world are undertaking digital transformations in an effort to move with the times and meet consumer expectations. Working with Cyara's customers, the Domain Consulting team has found that this transformation most often involves a transformation in how they think about technology. In fact, I believe that is critical for achieving a successful transformation.

Guest Post by blackchair: How to Mitigate Unplanned Work


Today, a client of mine cancelled their meeting with me five minutes before we were about to start. Having meetings cancelled on you is a fact of life when you’re selling software. But I always find the reasons why they have cancelled the meetings interesting. customer experience cx customer experience issues IVR testing IVR agile devops

Show Me the Money – Delivering Results in IVR Testing


You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money. He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. That line is now used in pop culture to mean delivering results. How does that apply to your IVR testing ?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Meeting Today's CX Needs in the Insurance Industry


Insurance is often referred to as a distress purchase, requiring the consumer to invest considerable time and effort in finding the right policy at the best price. This has given rise to many price comparison websites, which help the consumer find policies online. These sites have increased competition and disrupted the personal insurance industry, especially in the UK.

Introducing Cyara 7.3: Omnichannel Testing and More


I couldn’t be more thrilled about Cyara 7.3. It’s packed with amazing new features aligning with two overarching themes: Personalization: With our new omnichannel testing and test data management features, we make it easier to test personalized customer journeys, ensuring that data and context is passed from one channel to another, and that users can test journeys designed for different segments.

If Your Customer Calls You During Open Enrollment, Will You Answer?


We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be told, this tends to be a task I push out to the last minute. So, like so many others, I end up scrambling to get questions answered so I can complete my selections.

Voice Quality: A Critical Factor in a Great Customer Experience


I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction. One of the thorniest issues we encounter is voice quality. It’s obvious that good voice quality is an important factor in delivering a great customer experience.

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Can Software Defects Start in the Requirements Phase?


The fact is, there can be many kinds of defects in software. Organizations are constantly working to minimize those defects. But to minimize any sort of defect most effectively, organizations need to look to the source. Most people think software defects come out of development because that is where the design is brought to life. But, is development truly the main source of software defects?