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Cyara Strengthens CX Transformation Portfolio with CentraCX Acquisition

By Greg Tavarez July 06, 2023

Delivering an exceptional customer experience is crucial because it directly impacts customer satisfaction and loyalty. By prioritizing the customer experience, businesses can differentiate themselves in a competitive market, cultivate long-term customer relationships, and drive growth and profitability.

Achieving this requires continuous transformation, encompassing the design and delivery of a great customer experience (CXs). Designing a remarkable CX involves understanding customer needs and preferences through research and feedback, enabling the creation of personalized and intuitive experiences.

However, designing alone isn't enough. The ability to deliver a great CX with speed and quality is equally crucial, as customers now expect seamless interactions, quick responses, and efficient processes across various touchpoints. This necessitates agility, leveraging innovative tools and embracing a customer-centric culture.

Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara’s AI-based CX Transformation Platform, for example, empowers enterprises to deliver flawless interactions across voice, video, digital and chatbot experiences. There’s a reason why companies that trust Cyara have a 96% customer retention rate.

But Cyara wants to make its platform better. So, to do that, Cyara acquired CentraCX.

CentraCX is a tailored solution designed specifically for enterprise contact centers, seamlessly integrated with Genesys Cloud CX. It offers an advanced feedback analysis system that empowers frontline managers by providing tailored results for different stakeholders, enabling effective team management.

CentraCX captures and consolidates data from various channels such as voice, SMS, web and email, utilizing Tribal Analytics to merge customer feedback with the agent perspective, creating a closed loop feedback system that drives continual improvement and informs business decision-making.

“With the acquisition of CentraCX, we are uniquely able to offer an AI-enabled CX transformation platform that informs CX design with customer insights and feedback and enables delivery of those designs with speed and quality through automated testing and monitoring,” said Alok Kulkarni, CEO and co-founder of Cyara.

Cyara's recent acquisition strengthens their commitment to enabling organizations to continuously enhance their CX through insights, automation, and AI. The acquisition enhances Cyara's capabilities in optimizing customer journeys through valuable insights from customer feedback, driving ongoing CX improvements through automated testing within an Agile/DevOps framework and improving chatbots and conversational AI systems with accelerated training and AI-based automated testing.

Additionally, Cyara ensures robust contact center performance and offers monitoring of remote and at-home agents, reliable communication across multiple channels including voice, digital, SMS, AI chatbots, video, and WebRTC, and AI-based insights on performance.

By combining Cyara's expertise in CX assurance with CentraCX's ability to inform CX design with real customer feedback, organizations can continuously transform their CX initiatives and drive customer satisfaction and loyalty.

Cyara is available on Genesys AppFoundry.

Edited by Alex Passett
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CustomerZone360 Editor

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