customer

CustomerZone360 NEWS

CustomerZone360 Home

Cyara Introduces Virtual Agent for the Desktop, a New Contact Center Testing Solution

By Paula Bernier May 05, 2016

Testing for the efficiency of contact center agents and their desktop applications used to be a manually intensive process that required added personnel and agent downtime. But Cyara has now automated and otherwise improved upon that with the Virtual Agent for the Desktop.

This solution allows contact centers to test how efficiently contact centers agents are using their desktop applications. It does so by automating and mimicking agent interactions and workflows.

That enables users to measure and validate agent desktop performance, to define and configure workflows through the Cyara Portal, to be presented with a visualization of the agent desktop workflow, and to get reports with more granular data related to agent desktop performance.

“Like anyone else, I’ve had the frustrating experience of calling my bank or insurance company only to be told by the agent that the systems are running slowly or that something crashed,” said Alok Kulkarni, co-founder and CEO of Cyara. “We’ve learned that when this happens to customers, they rarely complain. They simply walk away forever and take their business elsewhere. With CVA Desktop, companies of all sizes can implement comprehensive testing to make sure that they don’t fall victim to these hidden pitfalls.”

Cyara was among the winners of CUSTOMER magazine’s Product of the Year Awards in 2015. Its Cyara FIVE solution garnered recognition by the magazine, a TMC publication. That customer experience contact center testing platform from Cyara helps organizations test and manage agent desktop and routing technologies, computer telephony integration, IVR, and telephony to ensure they meet business and customer experience goals. The solution is available as an on-premises installation and via the Cyara Cloud.




Edited by Rory J. Thompson

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

By: Special Guest    7/10/2019

Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of product…

Read More

Cloud or On-Premises Contact Center: It's Your Choice

By: Special Guest    7/3/2019

Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base that allows customers to easily move their contact…

Read More

CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award

By: TMCnet News    6/20/2019

TMC announced the winners of its 20th Anniversary CRM Excellence Award.

Read More

Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

By: Erik Linask    6/18/2019

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.

Read More

Trends that will Improve the Customer Service Experience in 2020

By: Special Guest    6/12/2019

Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…

Read More