Cyara has been recognized by APAC CIOOutlook Magazine as the recipient of “Top Unified Communications Solution Companies,” based on our proprietary methodology, reflecting its position in the industry. This profile has been developed by the APAC CIOOutlook research and editorial team based on insights from an interview with Alok Kulkarni.

Cyara
Assuring the Customer Experience (CX) Through Automation

Alok Kulkarni, Co-Founder, CEO, & Chairman

The advent of digital platforms has made communication more convenient today–a boon for most businesses. Unified communication channels such as IP telephony, desktop sharing, and videoconferencing are an essential part of the day to day running of a business. However, the quality of these communication methods may not always be up to standard, or they may be difficult to use. Along with this, enterprises need to upgrade their infrastructure frequently to cater to evolving needs, or risk dissatisfaction among their customers. Although many enterprises have adopted metrics such as Customer Sat and NPS, preventing critical CX issues at an operational level can sometimes be a challenge. Cyara, a company with presence across the Americas, EMEA, and Australia and New Zealand, has observed that an optimized Customer Experience Innovation Lifecycle (CXIL), which is the process by which companies improve their CX, is a vital factor in deciding the fate of business. Poor CX, in particular, often adversely impacts the growth of a company. The Cyara Platform was created to address this. The Platform can replicate the digital and voice customer experience across the enterprise with easy-to-use Cyara scripts. These scripts can then be used to comprehensively assure and measure CX across channels.

Cyara's software determines the degree of usability of an enterprise’s CX systems and unearths any critical errors before they are deployed. Automated testing is a crucial aspect of the software/product development lifecycle, or CXIL, and Cyara offers several services to this end, such as the IVR Testing, IVR Discovery and Mapping, Web Interaction Testing, and Voice Biometrics testing, to name a few.

Cyara's software determines the degree of usability of an enterprise’s CX systems and unearths any critical errors before they are deployed

Speech recognition, text-to-speech, IP Telephony Infrastructure, Voice XML applications, and several other communication channels are tested comprehensively. The company offers automated testing assistance across the primary channels of customer interaction.

Several realistic scenarios are incorporated to create a test environment by the Cyara team to ensure common real-world communication issues are detected so they can be resolved as quickly as possible. Recently, speech recognition systems have become the preferred mode of authentication, over passwords, for accessing accounts. However, speech recognition software can be inefficient at handling poor audio quality and noise. Cyara’s automated testing suite performs several tasks to increase the reliability of speaker recognition applications, meaning customers can refine and improve their Operational Customer Experience (OCX).

Walsh Media, a US-based company providing a range of audio solutions, sought Cyara’s assistance in post-production automated testing of their voice prompts. The result was a significant improvement in the IVR performance, which paved the way for positive changes in customer satisfaction and retention. Cyara also worked with a leading Australian bank as they adopted dynamic routing, which has significantly eased its business operations.

Cyara's workforce is divided into teams such as Professional Services, Customer Experience, technical support, the Cyara Academy, and Domain Consulting, all of which offer assistance at various levels and are tasked with ensuring Cyara clients are supported as they work to improve their CX.

The Cyara Platform is available both hosted on private data centers or in the cloud, or a combination of the two, and is designed to work seamlessly with customer systems without interfering with the business.

Among the organization’s latest technological offerings are the Pulse Executive Dashboard, which produces metrics that help notify enterprises of CX issues in real time, as well as Cyara Recording Validation, which assures that Verint and NICE call recording systems are functioning as intended.

Cyara News

Cyara Drives CX Transformation with over 50% YoY Revenue Growth in FY23, Open AI Integration and Strategic Acquisitions

REDWOOD CITY, Calif.: Cyara , the leading AI-led Customer Experience (CX) Transformation Platform provider, today announced it closed out FY23 with 50% year-over-year revenue growth, over 30% YoY SaaS bookings growth, and a Customer Net Promoter Score (NPS) of 67.

“As we look ahead, we are poised to lead the charge in driving transformative customer experiences, ensuring businesses can continually deliver innovative, new interactions that harness the power of AI and deliver customer smiles,” said Alok Kulkarni, CEO and co-founder of Cyara. “With our outstanding team and leadership, we remain dedicated to empowering businesses with advanced solutions that continue to elevate an organization’s CX.”

Product Integrations & Enhancements

In May, Cyara unveiled its integration of OpenAI’s GPT-3, which accelerates the generation of training and testing data for Cyara Botium, the company’s one-stop solution for comprehensive, automated chatbot and conversational AI testing and assurance. The integration with OpenAI’s GPT-3 powers AI-powered Data and Test Generator and enables enterprises to accelerate the development of their chatbots and voicebots while simultaneously improving chatbot quality.

The announcement came on the heels of Cyara’s release of its global study, commissioned by Forrester. The study shows that while most customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online.

Additional key product enhancements include:

• New integrations for Botium including Kore.ai, Cognigy, Genesys Cloud CX and Nuance

• Improved Botium user experience with a refreshed UI

• More actionable alerts in Pulse with thresholds that throttle alerts, and ability to automatically retry upon failure

• Integration of key Spearline capabilities into Pulse for enhanced global dialing

• Easier access to Knowledge Center content (support articles, videos, etc.) with direct links from wherever you are in the Cyara portal

• Availability of support via live chat

Key Acquisitions

As the company continues to expand, Cyara made two noteworthy acquisitions. In March, Cyara acquired Spearline, an industry-leading global communication testing company headquartered in Ireland. This strategic move significantly expands Cyara's global in-country dialing and WebRTC testing and monitoring capabilities.

The deal pairs Cyara’s leadership in contact center and chatbot assurance with Spearline’s global dialing and WebRTC capabilities to deliver an unmatched solution set that uniquely addresses the needs of enterprises transforming their CX through the adoption of cloud- and AI-based solutions that support the modern remote workforce. Spearline also brings market-leading WebRTC testing solutions that enable the monitoring of voice and video delivered through Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms like NICE CXOne, Amazon Connect, Genesys Cloud RingCentral and Zoom.

The company also acquired CentraCX, a comprehensive SaaS-based Voice of the Customer (VOC) solution designed for contact centers. This acquisition further enhances Cyara's product portfolio with advanced VOC and customer feedback capabilities, cementing its unique position in the CX Transformation market.

Company Growth & Expansion of Executive Team

The company accelerated its growth with five senior global appointments:

• Bruce Rosen as Chief Sales Officer (CSO), to lead the company’s Global Sales organization, including Direct Sales, Channel, Partner, Solution Architects, Enablement and Business Development.

• Max Lipovetsky as VP of Products, who brings a wealth of knowledge with over 20 years’ experience in the contract center and IVR Industry.

• Russ Hellmann as VP Growth Marketing, who is responsible for developing a centralized capability for regional teams that will enable customer acquisition and partner activation.

• Bryan Mobley as VP of Global Channels and Alliances, bringing over 25 years’ experience in telecommunications, technology and customer experience management.

• Rishi Rana as President and Chief Operating Officer, who will lead Cyara’s go-to-market (GTM) and product strategies, further accelerating the company’s market position and driving long-term success.

Cyara also added its first independent board member, Vikram Verma.

Industry Recognition

As a testament to Cyara’s culture across its offices globally, Cyara earned recognition on the 2023 UK's Best Workplaces™ for Women list by Great Place to Work® UK. The company demonstrates its commitment to promoting fairness regardless of gender and strives for fair representation of women in the workforce and throughout management. Cyara achieved an impressive 88% overall score in the GPTW model based on the employee survey, with all respondents agreeing that employees are treated fairly across all aspects of diversity and inclusion. Earlier this year Cyara was also recognized as one of one of the 2023 UK’s Best Workplaces™ for Wellbeing by Great Place to Work®.

Cyara was also recognized in industry awards, including:

• The Globee® Awards for “Female Executive of the Year – Technology (All)”

• TMC 2022 Communications Solutions Products of the Year Award.

• TMC 2022 CUSTOMER Magazine Contact Center Technology Award

• TMC 2022 Customer Experience Innovation Award

• TMC 2022 Teleworking Solutions Excellence Award

• TMC 2022 Labs Innovation Award

• Best in Biz Award for “Most Innovation Company of the Year”

• Best in Biz Award for “Best New Product of the Year”

• Best in Biz Award for “Most Customer Friendly Company of the Year”