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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

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