Cyara

How do DevOps methods accelerate CX innovation?

Cyara

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.

Work From Home Tips - Part 3

Cyara

It's Friday! And, boy, it's been a long week. On Monday I posted tips for quickly setting up a home-office , followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier.

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Work From Home Tips - Part 2

Cyara

On Monday I shared the first of three blog posts I put together on the fly with tips for initial set-up of your home-office that you may have had to move to through a mandatory work-from-home order, which many business are - understandably - enforcing at this time.

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Embracing Change

Cyara

Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Work From Home Tips - Part 1

Cyara

Right now, there are so many great examples of fantastic, humanitarian efforts getting organized to counter-act the social and economic effects of COVID-19, like free educational services, temporary halts on things like evictions and utilities shut-offs due to late payments, and lightning-fast set ups of food and supply shelters.

Tips 67

Why You Should Attend Enterprise CONNECT 2020, March 30th - April 2nd

Cyara

A quick Google search for where the best US March vacation spots are will return a result of Florida, which is probably why the organizers of the upcoming enterprise communications and collaboration event – Enterprise CONNECT 2020 – chose the warm, sunny, and absolutely beautiful location of Orlando to host this must-attend conference!

Cyara's Xchange Roadshow Melbourne, March 18 - All the Juicy Details!

Cyara

Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos.

Disruption -- the Good, the Bad and the Transformative

Cyara

Change and disruption are often feared…and for good reason. In fact, 88% of the companies that were on the Fortune 500 in 1955 no longer exist. That is a staggering statistic. Every industry, from healthcare to banking to retail to travel, has been transformed by technology.

All Aboard! Cyara's Agile Release Train (ART) Has Left the Station

Cyara

Well, for me 2020 has started with a bang! Since the new year, I’ve joined the Cyara team as Vice President of Engineering in Melbourne, and it’s been incredibly inspiring to get on board at this time in the company.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

2019 Roundup: Top Customer-Driven Innovations from Cyara

Cyara

2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered in 2019.

Lessons from a Continuous Testing Rockstar

Cyara

Among all the incredible content at Cyara Xchange, perhaps my favorite was Diego Lo Giudice ’s keynote on continuous testing. Diego is Vice President and Principal Analyst from Forrester, and an expert in test automation as well as Agile and DevOps.

Developers and DevOps in the Contact Center

Cyara

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

Get to the Benefits of Amazon Connect Faster with Cyara Accelerator

Cyara

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.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

CX Thought Leaders

Cyara

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.

Going Agile at Cyara

Cyara

Over the course of three days, in a tightly quartered conference room in Melbourne, Australia, eighteen of us across Cyara were trained in SAFe (Scaled Agile Framework).

Getting Your Customer Experience Right, No Matter the Channel

Cyara

Technology continues to evolve at an ever-increasing pace. Never before has technology—the architectures, networks, operating systems, applications, processes and even the people designing, developing, operating or using it—been such a driving force.

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How Are You Measuring Voice Quality in Your Cloud Contact Center?

Cyara

Few things are more frustrating than being unable to hear the person on the other end of a call. Voice quality can be the difference between keeping and losing a customer, so it’s important to get it right.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Three New Integrations to Streamline Your DevOps Practice

Cyara

Customer experience IT leaders know that a well functioning, complete ecosystem of technology—from IT monitoring, defect tracking, and software development systems to IT ticketing—is key.

Overcoming the Speed-Quality Tradeoff in Your Migration to Amazon Connect

Cyara

In my last blog post , I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect.

The 5 Keys to Assuring Your Contact Center Cloud Migration

Cyara

More and more of Cyara’s customers around the world are moving their contact centers to the cloud. This is happening for many reasons, including improved flexibility and reliability, increased speed, and reduced costs.

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

Cyara

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.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Happy CX Day! Top Six Insights for CX Success

Cyara

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

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

Cyara

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

12 Days of CX

Cyara

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.

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

Cyara

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How to Maintain Visibility When You Move to the Cloud

Cyara

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.

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

Cyara

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.

Migration to Agile - Leveraging the Cyara CX Assurance Platform

Cyara

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?

Cyara

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

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Is Your IVR Dying a Death by a Thousand Papercuts?

Cyara

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