As cloud migrations continue, bot deployments swell, and digital channels converge, contact center environments are evolving at an almighty pace.
Those service operations that have established a test-learn-optimize-embed philosophy to manage this change are often best placed to handle these transformation projects.
Contact centers that do this particularly well typically lean on CX assurance tools like Cyara.
Indeed, Cyara automates the testing and monitoring of contact center solutions. In doing so, it identifies real-time and prospective issues for contact center teams to address before they snowball into complex challenges that break customer experiences.
An excellent proposition. However, some will scratch their heads and ask; how much time, effort, and – most pressingly – money will Cyara save us?
Cyara commissioned Forrester Consulting, the independent research firm, to find out.
Forrester: Cyara Delivered a 336 Percent ROI
When Forrester Consulting evaluated the Cyara CX Assurance Platform, it assessed the vendor’s myriad of solutions, including Velocity, Pulse, Cruncher, Botium, and ResolveAX.
These solutions combine to test the end-to-end contact center journey, from the IVR or voicebot to the agent desktop – and everything in between (including the integrations).
Altogether, based on a composite organization, Forrester estimates that Cyara’s complete offering delivered a 336 percent ROI, with businesses expected to achieve total payback within six months.
That comes through many quantified and unquantified benefits. The former includes:
- Increased call containment by 10 percent
- Reduced handle times by 15 percent
- Enhanced IVR development and testing by 90 percent
- Accelerated chatbot development by 70 percent
- Recaptured 90 percent of abandoned callers
Dissecting these figures, that 15 percent drop in handle time delivers the most value. Indeed, according to the research, a composite organization experienced benefits of $9.02MN over three years. $7.3MN of that came from shorter customer interactions.
Cyara delivers this by ensuring routing mechanisms capture customer data more accurately so agents have the necessary information to handle conversations more succinctly.
Call containment also drives significant value, ensuring the development of self-service assistance that more efficiently answers customer queries.
Meanwhile, the unquantified benefits included:
- Improved customer sentiment towards brands
- Increased take-up of chatbot and self-service support
- Quicker time to market for new features and updates
- Avoided contact center outages
- Enhanced support for email, SMS, and live chat channels
Much of that sentiment uplift stems from an increase in the quality and reliability of contact center experiences, which enables more favorable customer attitudes toward the organization.
Also, the improved time to market proves critical as contact centers accelerate the delivery of new workflows to benefit customers, agents, and the broader business.
How Did Forrester Uncover These Results?
Forrester interviewed six representatives from four worldwide organizations, discussing their experience using Cyara and combined the results to form a single composite organization..
In doing so, the analyst uncovered the benefits, costs, and risks associated with the investment.
Perspectives of the interviewees line the subsequent report. For instance, the study quotes one customer, who stated:
“Once I met with Cyara, I was blown away by not only their product sweep, but their willingness to partner and help us move into the next phase [of our contact center].” – Contact center platform manager, healthcare
Yet, Forrester also did its due diligence, interviewing Cyara stakeholders and Forrester analysts to collect relevant data.
In addition, the firm studied case studies, designed a composite organization based on the characteristics of the interviewees’ organizations, and followed its financial model framework.
More ROI to Come…
Despite Forrester only publishing its findings in March 2023, the value of the Cyara suite may have stretched further since.
Indeed, in recent months, Cyara has snapped up both Spearline and CentraCX – bringing new capabilities to the CX Assurance platform.
First, Spearline adds to Cyara’s robust global network of hosted services, allowing customers to test across more locations and carriers, safeguarding cross-border contact center journeys.
Meanwhile, CentraCX brings voice of the customer (VoC) capabilities, making Cyara the first vendor to combine these with a CX Assurance platform. That opens up significant space for innovation.
Finally, Cyara strives to converge all its capabilities onto one platform to achieve another first and become the only provider to offer complete end-to-end testing from a single interface.
That is an exciting proposition, and it begs the question: how much further will the ROI rise by 2025?
Eager to dig deeper into Forrester’s study? If so, check out: The Total Economic Impact™ Of Cyara
