SAN FRANCISCO /PRNewswire/ -- Cyara
(www.cyara.com) announced the
launch of Cyara Crawler today, the world's first automated software
that explores, maps and documents interactive voice response (IVR)
applications and creates Cyara test cases. Cyara Crawler replaces
manually-intensive processes with automation and slashes time and
cost to bring new customer experience (CX) capability to the
market. Crawler's functionality is particularly significant given
the frequent need to make changes to IVR applications to improve
the customer experience.
Cyara
Crawler is cloud-based, technology-agnostic and non-intrusive. It
works by placing synthetic calls to existing IVRs to reverse
engineer the call flows. Crawler's automation will
revolutionize the global contact center industry by replacing
inaccurate or out-of-date documentation with accurate, as-built
documentation and eliminating the bulk of the manual effort for
writing test cases.
Before
Crawler, making changes to IVR applications has been risky and time
consuming, especially if the IVR is not fully documented, or the
documentation is inaccurate or out of date. Companies have had to
manually explore the paths and options in an IVR application, or
simply make changes and hope for the best. Migrating or making
changes to legacy IVRs has been all but impossible due to the high
risk of modifying an IVR without knowing how the IVR was designed.
As companies merge or change vendors, Crawler's automated discovery
capability will also make it possible to safely migrate or upgrade
legacy IVRs.
"Launching Cyara Crawler, an automated and intelligent cloud-based
solution, is a game changer for the global contact center industry
as it will replace around 90 percent of the manual processes,"
said Alok Kulkarni, Cyara CEO and Founder. "The ability to
rapidly and continuously innovate to provide an exceptional
customer experience is critical in today's omni-channel world.
Crawler will transform a company's ability to improve its customer
experience more effectively and with agility."
Key features of Cyara Crawler include:
Cyara
was founded in Australia in 2006 to help its clients rapidly
innovate CX and achieve better outcomes. Cyara's automated CX
testing and monitoring dramatically reduces the cost of developing
and reliably delivering an optimal customer experience. It has
rapidly built a reputation within the global contact center
industry as a true innovator. Cyara's customers include over 100 of
the most well-known brands in the world, including Google, Tesla,
FirstData, USAA, Barclays, EDF, Alcatel-Lucent, Verizon, ING, ANZ,
National Australia Bank, Commonwealth Bank, Telstra, Vodafone and
Optus. Typically Cyara customers innovate 40 to 70 percent faster
than their peers, and reduce the time and expense for testing their
software by a third or more compared to manual testing, while
providing better test coverage to identify and correct issues.
Cyara
Crawler will be officially launched today at SpeechTEK 2015
in New
York (Booth #603) after having been successfully tested
by a number of Fortune 500 companies.
ABOUT CYARA
Cyara is the global
market-leading provider of an omni-channel customer experience
testing and monitoring platform and was recently named a Gartner
Cool Vendor in CRM Customer Service and Customer Support, 2015.
Cyara enables its customers to rapidly innovate while dramatically
reducing the cost of development and testing and the risk of
exposing their customers to poor customer experiences. Every day,
millions of flawless customer interactions are delivered by some of
the most recognizable brands in the world utilizing the Cyara
Platform.www.cyara.com
Einsteinz Communications for Cyara
Sue Ralston
+61-2-8905-0995
[email protected]