closed the first half of its 2020 fiscal year with 50 percent year-over-year SaaS bookings growth and a 50 percent increase in year-over-year renewal bookings. Enterprise customers continued to depend on Cyara to ensure the highest-quality customer experience (CX), as evidenced by 95 percent gross customer retention and 120 percent net retention as current customers expand deployment and usage of the award-winning Cyara Automated CX Assurance Platform.
The company expanded its support for cloud-based contact center migrations and launched new integrations that support Agile development, DevOps initiatives, and incident management. The company added the Cyara Accelerator for Genesys Cloud to its suite of cloud migration offerings, and announced new integrations with Splunk, Jira, ServiceNow, and PagerDuty that further automate CX troubleshooting and accelerate issue resolution.
“We’re delighted to add thirty new customers to the Cyara family and to see existing customers expand their use of the Cyara platform,” said Alok Kulkarni, CEO and co-founder of Cyara. “To further empower our customers, we’re making it a priority to support Agile and DevOps methodologies, and the move to cloud-based contact centers like Amazon Connect and Genesys Cloud.”
Customers Realize Nearly 3X ROI
Cyara released the findings of Forrester’s Total Economic Impact™ (TEI) of Cyara
, a commissioned study conducted by Forrester Consulting on behalf of Cyara, which showed that the Cyara Automated CX Assurance Platform delivers 283 percent ROI within three years. The study showed that contact centers that implement Cyara experienced significant value, including dramatically reduced SEV1 errors, recapturing 80 percent of abandoned callers, and improving overall customer call quality.
Cyara joined forces with VoiceFoundry and MiraTech to help facilitate customer migrations to cloud-based platforms. VoiceFoundry is an AWS Advanced Consulting Partner focused on streamlining and improving the migration of contact centers to the Amazon Connect platform. Miratech, a global IT services and consulting company, has extensive experience implementing the Genesys CX Platform. In addition, Cyara ranked as the top revenue-generating Expert App selected by Genesys customers to enhance their contact center operations and will soon be announcing flexible pricing for AWS marketplace customers.
Support for Cloud-Based Contact Center Migrations
The Cyara Accelerator for Genesys Cloud is the company’s second platform-specific solution for cloud migration, following the launch of Cyara Accelerator for Amazon Connect earlier in the year. These products automate and simplify the migration of contact centers to the cloud—de-risking what can otherwise be a long, complex, and labor-intensive project. The company also has a general Cyara Accelerator for Cloud Migration that enables brands to transition smoothly to other cloud-based contact center platforms, including those offered by NICE inContact, RingCentral, and Twilio.
Integrations to Automate CX Troubleshooting and Speed Issue Resolution
To provide tighter integration between CX and broader IT and software development infrastructure, Cyara now integrates the Cyara Automated CX Assurance Platform with leading technology solutions for Agile, DevOps and incident management from Splunk, Jira, ServiceNow, and PagerDuty. With these integrations, Cyara’s customers can consolidate IT monitoring with Splunk, automate defect tracking with Jira, and streamline ticketing and support with ServiceNow, and PagerDuty.
Product Award Wins
Cyara earned product accolades including the 2019 Contact Center Technology Award from CUSTOMER Magazine, a TMC 2019 Communications Solutions Products of the Year Award for the Cyara Pulse Mobile App, and the 2019 Customer Experience Innovation Award from CUSTOMER Magazine.
Cyara continues to grow its employee ranks. Paul Tocatlian joined Cyara’s executive team as vice president of engineering. Tocatlian brings deep experience in the development of highly scalable Web and mobile B2C and B2B enterprise cloud software, and will lead Cyara’s engineering team as it embarks on accelerating the expansion of Cyara’s Automated CX Assurance platform.
Industry Insights and Cyara Xchange Conference
In collaboration with the Customer Experience Professionals Association (CXPA), Cyara published a report, IT and CX Collaboration in Delivering a Great Customer Experience. Hundreds of CX and IT/digital professionals provided input on improved collaboration to deliver a great customer experience. As a Forbes Technology Council member, CEO Kulkarni also shared his insights on contact centers within digital transformation, for both startups and established companies.
The company hosted its annual Xchange conference in October, convening CX leaders across multiple industries. The conference focused on the intersection of DevOps and CX, and included speakers from Amazon, Capital Group, Genesys, Oracle, eBay, Agero, Forrester Group, and Altimeter’s Charlene Li.
As the world’s leading Automated CX Assurance platform provider, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit cyara.com.