Cyara Launches Innovative Solution For Remote Agents, Announces New Strategic Partnership and Executive Hires
Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, today announced that it closed the first half of its 2022 fiscal year with 35% growth in product bookings, a 93% customer retention rate and 10 billion+ seconds of synthetic CX testing traffic annually. The news follows Cyara’s AU $485 million strategic growth investment in January from leading investment firm K1 Investment Management (K1).
During the second half of 2021, Cyara launched LiveVQ, an innovative CX assurance product that assures voice quality for remote and at-home agents. In the first half of 2022, the company also formed a strategic partnership with customer experience management solution provider, VIS Global, to help enterprises improve the quality of CX services across the Asia Pacific (APAC) region.
“Today, consumers and businesses rely primarily on digital interaction, so the contact centre has become the new storefront for many organisations. As a result, the customer experience that contact centres provide directly impacts customer retention and sales,” said Alok Kulkarni, CEO of Cyara. “Ensuring all customer communication channels operate seamlessly affects the bottom line, which is why automated CX testing and quality assurance is paramount for every business.”
Global Expansion & Growth
Cyara is the leader in the contact centre testing market, which Forrester estimates will reach US $6.5 billion by 2024. In January 2022, Cyara received over AU $485 million in funding from K1 to support accelerated growth, driving further expansion of the contact testing market. The firm’s experience with business-to-business (B2B) SaaS and its focus on high-growth enterprise software companies makes K1 an ideal partner for Cyara.
In the first half of FY 22, Cyara saw significant growth across the globe, acquiring new customers from industries including healthcare, manufacturing, utilities, insurance, financial, technology, government and pharmaceuticals. Today, more than 250 high-profile global brands trust Cyara’s SaaS Platform to monitor and manage CX technology, which enables them to deliver stellar experiences for customers.
To keep up with customer growth, Cyara is hiring globally at many levels, and recently appointed seasoned executive Jeremy Braidish as Chief People Officer (CPO) to lead the charge. Jeremy brings 20+ years of human resources (HR) experience to drive Cyara’s global HR functions and strategy, in addition to talent acquisition and development. In addition, Cyara added Ajay Dawar, an experienced product strategist and leader with two decades of experience, as Sr. Vice President of Products to direct Cyara’s next phase of product growth and innovation.
“Ensuring all customer communication channels operate seamlessly affects the bottom line, which is why automated CX testing and quality assurance is paramount for every business.”
Alok Kulkarni, CEO, Cyara
New Features & Services
To meet the demands of remote work and address the needs of helping technical teams support work-from-home contact centre agents, Cyara launched LiveVQ – a new product that provides enterprises with real-time voice quality and connectivity monitoring regardless of agent location. If there is a technical issue during a customer call, LiveVQ provides automatic alerts paired with detailed diagnostics that help to eliminate lengthy root-cause analysis and accelerate resolution. With LiveVQ, IT teams can support agents efficiently so they can get back to taking calls, making sales and building brand loyalty.
Additionally, Cyara unveiled a concierge-style white-glove service called Toll-Free Fast Check that automates the once-manual, labor-intensive task of managing and testing toll-free numbers (TFNs). Especially for enterprises with thousands of TFNs, this new service saves time and effort while building brand reputation through better customer experiences. And, for industries like healthcare, Toll-Free Fast Check is an automatic way to mitigate the risk of having to pay regulatory fines for inactive or defective TFNs.
Complementing these new offerings, Cyara added enhanced virtual agent testing and support for additional contact centre platforms like Cisco 12.5, Cisco Finesse, NICE CXone and Genesys Engage 9.0 to strengthen these partnerships and extend compatibility with widely used contact centre platforms.
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