S-Connect for Cyara’ ensures IVR systems deliver optimum customer experience
Belfast and San Francisco, 24th June 2014 – Leader in mobile and voice customer service, SpeechStorm (www.speechstorm.com), has collaborated with automated customer experience testing software provider, Cyara (www.cyara.com), to develop ‘S-Connect for Cyara’. The new product leverages the power and capabilities of both SpeechStorm’s and Cyara’s respective platforms to generate customer experience test cases for Interactive Voice Response (IVR) call flows directly from SpeechStorm calls.
Companies using the combined solution will rapidly build touchtone and speech-enabled IVR capabilities in SpeechStorm’s environment then simply and quickly generate a complete set of test cases to automate the entire testing lifecycle of the final customer experience, using the Cyara platform.
IVR test cases generated by S-Connect for Cyara precisely mimic the behavior of real callers, can be generated quickly and easily, and imported directly into the Cyara platform for use in performance testing, load testing and on-going production monitoring. By dramatically reducing the human effort required to produce test cases and eliminating the risk of human error, S-Connect for Cyara allows organizations to efficiently validate a much wider range of customer calling scenarios.
For customer service organizations, automated testing is essential in ensuring that supporting systems are functioning to deliver the desired caller experience. It ensures that those systems can cope with high customer demand and peak call loads, and that callers who require assistance are delivered to the correct advisor groups, whether navigating with speech or key presses.
“You wouldn’t buy a new car without taking it for a test drive first,” said Oliver Lennon, CEO of SpeechStorm. “So, when it comes to your caller experience, the best way to make sure it’s performing precisely as you want it, is to call it and find out. And that’s exactly how organizations can use S-Connect for Cyara – leveraging the power of an automated testing platform to mimic real customer call scenarios and ensure the right experience is being delivered.”
Using traditional methods, creating customer experience test cases is a laborious and tedious task. With S-Connect for Cyara, however, test case creation is quick, simple and intuitive, delivering an end-to-end test of customer experience from the telephony network right through to the adviser’s desktop. Whenever a change is planned for the IVR, a new test case can be generated immediately, simply by placing a test call to the SpeechStorm platform and capturing the new interaction. (See notes for editors).
“Comprehensive, automated, customer experience testing allows organizations to move more rapidly, enabling their service and sales experiences to keep pace with customer expectations and changes in the business,” said Alok Kulkarni, CEO of Cyara. “Through our collaboration with SpeechStorm, Cyara customers can innovate even more rapidly toward delivering a dynamic and personalized customer experience, confidently, knowing that they’ve virtually eliminated the risk of customer-impacting issues. We are proud to partner with innovative companies like SpeechStorm. This is really clever stuff and I know our customers will love it.”
Oliver Lennon concluded, “Working together with Cyara on S-Connect has been exciting and thoroughly enjoyable. We have a growing list of common customers who have independently selected our technologies, and some of those were involved with us in the development of this important test-case-generation product. We are driven to always bring greater value to our customers and S-Connect for Cyara is an example of this innovation. We believe it holds tremendous value for all companies striving to deliver a differentiated caller experience.”