Cyara Xchange 2024 Highlights: Inspiring Innovation & Enhancing CX
Cyara
MARCH 15, 2024
Dive into the highlights of Cyara Xchange 2024, where industry leaders exchanged insights and forged connections.
Cyara
Your Customers Deserve Quality CX No Matter Where They Are: Why Global Number Testing Is Tricky, But SO Important
Cyara
MARCH 14, 2024
Using international numbers can create complex challenges for your contact center. Learn how automated number testing can improve your business' CX.
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Are You Measuring Latency on Your Calls?
Cyara
MARCH 12, 2024
High latency can dramatically affect the quality of your voice and video calls. Learn more about its effects and how it’s measured.
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DTMF Issues Have Nowhere to Hide with Number Testing
Cyara
MARCH 5, 2024
Contact centers and unified communications (UC) services often rely on dual tone multi frequency (DTMF) for customer communications. As such, they need to know their calls are connecting properly and that customers can reach the correct departments.
AI Validation Augments Number Testing
Cyara
MARCH 7, 2024
Discover how Project Gamma and AI validation is improving number testing with more accurate results, reduced resolution time and enhanced CX.
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DTMF Issues Have Nowhere to Hide with Number Testing
Cyara
MARCH 5, 2024
Contact centers and unified communications (UC) services often rely on dual tone multi frequency (DTMF) for customer communications. As such, they need to know their calls are connecting properly and that customers can reach the correct departments.
What Is “Last Mile Assurance” All About, Anyway?
Cyara
FEBRUARY 22, 2024
Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. Assurance, according to the Merriam-Webster dictionary , can be described as “ a being certain in the mind ” or “ confidence of mind or manner ”.
4 Pillars of a Good IoT User Experience
Cyara
FEBRUARY 21, 2024
The Internet of Things (IoT) comprises systems of interconnected devices. This includes computers, mechanical and digital machines, to name but a few. These devices can transfer large volumes of data over a network through unique identifiers (UIDs) without requiring any human interaction. Home systems, such as lighting, electronic appliances, streaming services, and smart speakers, also fall under the umbrella of IoT.
My Hopes & Fears for a Future of Bots Powered by LLMs
Cyara
FEBRUARY 14, 2024
Imagine this: you’re sitting at your computer, trying to contact support for a technical issue and you’re met with a bot. You roll your eyes, here we go… let’s see if this bot understands my request… lets see if this bot can even connect me with an agent. But not only does this bot understand your request, it seems to understand you on a deeper level, you feel like you are talking with a human support agent, or even chatting with a friend.
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Are Outbound Calls Reaching Your Customers? There’s a New Way to Be Sure!
Cyara
FEBRUARY 13, 2024
Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. Cyara Number Trust is the first purpose-built solution that offers organizations a streamlined and faster way to conduct full, end-to-end tests across every major global, mobile network, covering all of the main third-party spam filters.
Best Practices for Automated Conversational AI Testing in 2024
Cyara
FEBRUARY 8, 2024
For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.
The Voice User Interface: Redefining Customer Interactions
Cyara
FEBRUARY 6, 2024
Voice user interfaces (VUIs), voice search, and other voice-based user experience (UX) technologies are reshaping our world and revolutionizing how we interact.
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How Customer Experience Monitoring Drives Continuous Improvement
Cyara
FEBRUARY 2, 2024
In today’s competitive business landscape, customer experience (CX) plays a pivotal role in determining the success or failure of a company. To design and deliver flawless CX at all times, contact centers must tackle big, complex projects – like cloud migrations or the introduction of new customer channels in line with how their customers prefer to interact.
How Testing & Training Conversational AI Can Reduce Channel Hopping
Cyara
JANUARY 26, 2024
The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive , 88% of Gen Zers expect a mix of digital and physical interactions with brands.
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5 Ways to Fix Inefficiencies with Contact Center Testing in 2024
Cyara
JANUARY 19, 2024
In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority. More respondents chose those two outcomes than any other, including friendly service, knowledgeable agents, and brand trustworthiness.
Understanding Post Dial Delay for Seamless Calls
Cyara
JANUARY 16, 2024
Nobody likes delays, especially when they have a problem that requires urgent assistance. So what happens when a customer attempts to ring your organization, and they are impacted by post dial delay (PDD)?
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Best Practices for Continuous Performance Testing
Cyara
JANUARY 12, 2024
When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.
The Importance of Customer Effort Scores
Cyara
JANUARY 9, 2024
Will the company resolve any issues I have quickly and easily? This question is one of customers' primary concerns when first purchasing from a new business. In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores.
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What is Jitter?
Cyara
JANUARY 2, 2024
Jitter is a common and frustrating issue that can dramatically affect the quality of your phone or video calls. Similar to latency, it refers to variations in the delay of packets being received. According to Cisco’s research , excessive jitter, surpassing 40 milliseconds (ms) will profoundly undermine your call quality. Ideally, they recommend maintaining it below 30ms where possible.
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VoIP: The Importance of Quality Audio & Continuous Testing
Cyara
DECEMBER 21, 2023
Voice over Internet Protocol (VoIP) refers to the process of voice being compressed and then transmitted over the internet to a receiver. At the receiving end it is decompressed back into an audible voice.
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Packet Loss: The Impact on Your Communications
Cyara
DECEMBER 19, 2023
Today’s users have very high expectations regarding the quality they expect when they make a call, whether that be through voice or video. Unfortunately, however, there are a wide variety of issues that can occur and affect their experience. And this includes packet loss.
What Customer Experience Monitoring & Theater Have In Common
Cyara
DECEMBER 14, 2023
On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat
What is Round-Trip Time and How Does it Relate to Network Latency?
Cyara
DECEMBER 12, 2023
Round-trip time (RTT) is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced. RTT can be impacted by a range of design decisions, especially concerning network topology. However, there is some confusion around what exactly RTT is, how it relates to latency, how it can impact your service, and how you can improve it.
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7 Tips for WebRTC Monitoring
Cyara
DECEMBER 7, 2023
WebRTC users know that meetings can get disrupted. Connection issues and media quality issues are rather common. If the WebRTC service is deployed properly, then 90% or more of these issues are due to a user side problem - be it a malfunctioning device or more often than not - poor network connection. This is where WebRTC monitoring comes in.
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Pioneering the Future of Chatbots & Conversational AI with QBox Acquisition
Cyara
DECEMBER 5, 2023
The market is experiencing exponential growth in the use of chatbots, voicebots and conversational artificial intelligence (AI) for customer service, which is why we have doubled down on our investments in solutions that will enable our customers to optimize their conversational AI chatbots and voicebots throughout their development lifecycle. Our acquisition of QBox , a leading conversational AI optimization solution, is the latest step in this mission.
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OWASP's Top 10 for LLMs: Vulnerabilities and Risk Mitigation
Cyara
DECEMBER 4, 2023
The Open Worldwide Application Security Project (OWASP) recently launched their ‘ Top 10 for Large Language Model (LLM) Applications ’. OWASP is a non-profit organization that offers free and open resources, guidance and best practice insights. Its mission is to assist developers and organizations in safeguarding their web applications, mobile applications and large language models against cyber attacks.
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Emerging Software Testing Trends: What Contact Centers Can Expect In 2024
Cyara
NOVEMBER 30, 2023
The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.
How to Reduce Latency on Your VoIP Calls
Cyara
NOVEMBER 28, 2023
Unfortunately, poor quality voice over internet protocol (VoIP) calls are often a result of high-levels of latency, and even the slightest delay may be noticeable.
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7 Must-Haves When Choosing Your CX Monitoring Solution
Cyara
NOVEMBER 23, 2023
Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.
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The Importance of WebRTC Monitoring for Business
Cyara
NOVEMBER 21, 2023
Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.
Elevating CX With Phone Number Testing & Benchmarking
Cyara
NOVEMBER 14, 2023
Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX). Regardless of the industry you operate in, your phone numbers represent one of your most important assets.
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Mastering Peak Shopping Days Like Black Friday
Cyara
NOVEMBER 10, 2023
Days such as Black Friday and Cyber Monday have become synonymous with frantic shopping, huge discounts, and eager deal-seeking customers.
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What is PESQ?
Cyara
NOVEMBER 7, 2023
Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution rates, which in turn impacts your bottom-line. This blog will help you to better understand PESQ (Perceptual Evaluation of Speech Quality) and its role in delivering top-notch audio quality to your customers.
Navigating the Customer Journey: Why Every Step is Important
Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
The Beginner’s Guide to Voice Quality Testing
Cyara
OCTOBER 31, 2023
We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or noise on the line, along with any other audio quality issue makes it hard to understand the navigation options.
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Harmonizing Customer and Employee Insights
Cyara
OCTOBER 24, 2023
In 1909, London department store owner Harry Selfridge coined the term " The Customer is Always Right " to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional customer service.
How IVR Testing Enhances CX in the Financial Services Sector
Cyara
OCTOBER 19, 2023
Customer experience (CX) has always been critical in the financial services industry. According to Forrester , a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of the bank.
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Mastering Complaint Management from Customer Feedback
Cyara
OCTOBER 17, 2023
Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies.
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Open Enrollment Success: Contact Center Preparedness and Automation
Cyara
OCTOBER 12, 2023
Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.
The Real Value of VoC Programs
Cyara
OCTOBER 10, 2023
As a Contact Center manager, you likely already have an established method of trying to understand how you are being perceived by your customers. Whether you have had a Voice of the Customer (VoC) program for quite some time, or you are just starting out, chances are that you are capturing customer feedback across all of your contact center channels, summarizing it and then presenting the data on a dashboard, which is reported to your leadership on a regular basis.
How Regression Testing Can Spur Business Growth
Cyara
SEPTEMBER 28, 2023
Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.
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5 Tips to Get More from Your VoC Program
Cyara
SEPTEMBER 26, 2023
Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to put the wants and needs of their customers first.
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How Chatbots Are Transforming Healthcare (And How Testing Can Help)
Cyara
SEPTEMBER 21, 2023
Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery.
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The Evolving Landscape of AI, Chatbots and LLMs
Cyara
SEPTEMBER 20, 2023
In late July 2023, at the Unparsed Conference , Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry, conversational chatbot design, large language models (LLMs) and the prospective developments within this field.
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