Cyara Executive Interview
Alok Kulkarni, Cyara CEO and Co-Founder, Cyara
significant changes have you seen over the last 5 years in the customer
experience space? What do businesses need to do to keep up with the rapid pace
In the last 5 years, we have seen a
move to a disaggregated ecosystem with the convergence of IP telephony and
digital channels for customer communications. We’ve also seen transactional communications,
which are the low-value, high-frequency communications, directed to
self-service applications to free up customer service representatives for
longer, more complex queries. Overall there is an emphasis on personalized,
omni-channel customer journeys. Where we used to measure efficiency metrics such
as AHT, GOS, etc., we now measure effectiveness with NPS, Customer Effort, and
CSat. We’ve also seen the adoption of Agile and much shorter release cycles for
contact center development.
challenges does the need to deliver consistent, effective omni-channel service
present to contact center operations?
The biggest challenge in today’s
contact centers is keeping up with the pace of change; for example, one of our
customers, a large telecommunications provider in Australia, roles out new
contact center code twice a week. When you think about development at that
pace, you realize that Agile is the only way to deliver successfully at that
speed, especially given the complexity of multiple channels. The next biggest
challenge is to manage the risk to the brand in the age of social media. In the
past, a few customers may have noticed a customer-facing issue or one customer
may have had a bad customer experience. Today, with social media, customer-facing
issues and bad experiences can be shared socially, making risk much more
difficult and costly for organizations.
does your technology enable companies to be more agile in testing and improving
the customer experience they provide?
The Cyara platform is easy to use,
enabling rapid adoption. The platform’s API seamlessly integrates with Agile
frameworks, which enables rapid innovation. In fact, Cyara customers innovate
40% to 70% faster than their peers. It is a single platform that is
omni-channel ready, independent, and technology agnostic. It provides an
outside-in customer-centric view of CX covering all aspects of the innovation
lifecycle (Baseline, Performance Testing, Functional Testing, Regression
Testing and Monitoring), and it makes adding and testing new capabilities at
scale a breeze.
With the Cyara Platform innovating
fearlessly at scale becomes a low-risk option. In fact, Cyara’s Customer
Experience Innovation Lifecycle (CXIL) methodology includes specific steps for
innovation that correspond to Agile development. Also, Cyara’s process is to
test early and test often, which reduces time in defect by identifying the cause
of an issue — quickly saving customers both time and money.
so many companies find updating their IVR to be such a difficult and
Before Crawler, making changes to IVR
applications was risky and time-consuming. When an IVR is changed, the changes
need to be tested. This requires the time-consuming task of building test
scripts to match the production applications, which is almost impossible
without documentation on the IVR or if the documentation is out of date. Hence,
changes were slow and not fully tested. As companies merge or change vendors,
Crawler’s automated discovery and script building capability makes it possible
to safely migrate or upgrade legacy IVRs.
the addition of the Cyara Crawler to your platform make it easier and less
risky to upgrade existing IVR systems?
Crawler is able to discover and map
IVR call flows automatically and simultaneously build the scripts needed for
testing the customer experience.
Crawler eliminates up to 90% of the
manual labor based on feedback from users. This labor would have been required
for manual discovery of the options in the IVR and for writing test cases
without Crawler’s automation.
Crawler’s automated testing also ensures
that 100% of the IVR’s functionality is tested, reducing deployment risk for
customers. In a manual scenario, typically only about 20% of the IVR’s
functionality is tested, leaving 80% of the application that could contain
issues that will impact customers.
your platform be used to monitor specific functionalities and alert businesses
to any problems in real time?
The Cyara platform assumes the role
of a virtual customer placing actual interactions into the enterprise. Cyara can
detect any negative customer experience issues such as time to connect, voice
quality, delays in response times, accuracy of data and prompts, and text heard
and seen by the user through time in queue and if the customer data presented
to the advisor is timely and accurate. This Customer Insight provides immediate
notifications and actionable insight the operational team can use to quickly
resolve any issues.
We recently interviewed a retail
energy leader in the UK who uses Cyara for monitoring, providing real time
status information on their contact center. Since implementing Cyara for monitoring,
this customer has gone from having customers report issues on an hourly basis to
a positive position where they know about any issues immediately and are able
to proactively notify customers regarding expected resolutions. This is a dramatic turnaround for an
organization that is graded on customer satisfaction.