Provider of the award-winning solutions for automated CX assurance, Cyara, recently announced a partnership with the leading cloud communications platform, Twilio. This new integration addresses the need of cloud contact centres to quickly migrate operations into the cloud while maintaining and improving the quality of the customer experience.
Cyara is joining the Twilio partner ecosystem as a leading CX assurance solution that will provide innovative capabilities to teams for customer service around the globe.
Cyara’s integration with Twilio is the first to simulate an agent of Twilio Flex and its actions for the purpose of testing, and it will be supporting Twilio Flex customers by automating manual tasks and enabling faster migrations to the cloud.
An Exciting New Partnership
Through this partnership, Cyara brings a host of new benefits to Twilio customers, starting with an acceleration in cloud contact centre migrations, with a boosted speed of around 70%. Cyara also reduces testing time by 80% and increases test coverage by 800%.
Automated documentation and discovery of existing interactive voice response applications is also one of the benefits that Cyara has to offer, alongside automated functional, regression, and load testing. Cyara can even support automated CX monitoring for interactive voice response, agent routing, outbound dialling, and data passing apps built with Twilio.
According to the President of Cyara, James Isaacs, Twilio is a leader in the space that is continuing to gain increased momentum as companies turn towards them for ways to handle the challenges that they’re facing every day. The Cyara team is proud to be supporting Twilio and its customers in delivering enhanced customer experiences in this digital age.
Twilio’s Eliot Goldwater, the Director of Technology Partnerships, said that the company is thrilled to welcome Cyara to the Build partner program as a trusted member of the ecosystem. With Twilio’s support, Cyara’s CX assurance environment and testing abilities will deliver confidence, so that Flex users can deploy their call centre systems more rapidly while maintaining a high quality of customer experience.
Improving Customer Interactions
The Cyara business simulates real-world customer interactions, engaging with Twilio Flex and Twilio Contact Centre digital and voice applications, to ensure they’re performing as they’re supposed to. Cyara takes an outside-looking-in approach to contact centre testing by managing agent and customer interactions, while replicating defined customer flows.
Cyara makes sure that all of the systems responsible for the customer journey, including data passing, routing, IVR, and outbound dialling work perfectly, without issues regarding voice quality, prompts, connections, or latency. Every test that Cyara places is intelligent, and documents test outcomes automatically to deliver real-time insights into performance and potential issues that influence the customer experience. These functions enable customers to receive the best experience possible.
Cyara’s integration for automated testing through Twilio Flex is available as part of the Cyara suite of test automation solutions.
