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The cloud, combined with conversational artificial intelligence (AI), is dramatically expanding the capabilities of the modern-day contact center. These solutions are the twin pillars of contact center success, allowing them to serve more customers faster and more effectively.

The two technologies go hand in hand for creating the flexible, flawless customer experience (CX) that companies everywhere are striving for. The market for cloud contact center solutions is expected to reach $11.74 billion by 2028, and 80% of those companies that migrate to the cloud plan to use AI and machine learning technologies to further improve customer experience in the cloud.[1] In fact, in most cases, investing in a cloud contact center includes access to the platform’s proprietary AI solutions.

Layer upon layer of shifting complexity

In many ways, moving to the cloud simplifies the systems, hardware, networks, and databases contact centers are built on. But it also opens the door for new business-driven complexities around processes and integrations between the APIs, channels, and platforms that are now working together to support the contact center.

The shift to the cloud coincides with a pivot away from VOIP and traditional telephony and a move toward real-time communication where customers open a web browser and go through a website or use voice or video directly from the browser to engage support. With this evolution, digital will become more prominent than voice and will add additional volume for the contact center to accommodate. Customers will also use multiple channels concurrently. It is difficult to transition from one medium to another while providing a seamless customer experience, adding more complexity and volume.

AI adds yet another layer of complexity. In the contact center, AI powers chatbots and voicebots, but it also helps personalize your experience, such as by customizing prompts or changing the order of menu items. It also drives reporting and analytics to enable better understanding of customer feedback and intent, as well as providing real-time agent assistance. All of these things need to be integrated, and the integration and resulting customer experience need to be tested and monitored.

As the cloud and AI expand contact centers’ capacity for customer service, they also introduce a testing burden of such a scale and scope that no company can keep up without automation. With manual testing, it is impossible to keep up with the complexity. 

 

What it takes to execute flawless CX

When it comes to the customer journey, it has always been critical to test every possible path to ensure that the customer can navigate without anything getting in their way.

For instance, even in a simple IVR setup, a customer will call in and receive several options at each menu. Any given customer might select any number of combinations and permutations as they journey through the IVR, creating numerous potential pathways through the system — each of which needs testing. In practice, it’s best to test every potential pathway from end to end. That’s the only way to ensure you can find defects and resolve them before they impact customers.  Keep in mind, too, that traditionally a human tester (or a team of testers) manually tests their way through every identified journey to make sure everything works as expected. It’s no small task to keep it all straight and make sure everything is tested thoroughly and regularly.

The true cost of conversation: creating the impossible manual task

When considering traditional IVRs and basic chatbots, customer journeys through these systems are linear with one step naturally following the next, making testing a significant but manageable task. But what happens when you introduce the complexities we discussed above?

Let’s first consider what conversational AI adds to your IVR or chatbot solutions. The real value of this technology is its ability to create natural language and conversational flows within your customer journeys. Unlike the legacy self-service solutions, which were confined to a highly limited and predefined set of customer inputs and responses, today’s chatbots and conversational IVRs have the natural language processing (NLP) capabilities to navigate much more complex conversations.

That increasingly complex, natural language flow quickly multiplies the potential pathways for your customers. Let’s consider the example of an IVR for a bank.

Traditional IVR without NLP capabilities

Traditional IVRs follow linear call flows, and each needs to be tested. For example, when you call into your bank, you can check your balance, transfer funds, hear information about the bank, or speak to a representative. Each of these options represents a different call flow, and each needs to be tested with all the potential combinations of responses a user might input at each step. With all these possible combinations, the number of potential unique call flows grows to be quite large. In our experience, a standard IVR can easily have 1,000 call flows. And each of these call flows needs to be tested – if you are manually testing, that is a big task, but it’s probably still possible.

Conversational AI-based IVRs

This task becomes exponentially more complicated when you introduce conversational AI, where the potential ways a user can respond to each step grows exponentially. The reason being that instead of fixed options of responses – “press/say 1 for checking,” “press/say 2 for savings,” etc. – you now need to understand all the possible ways someone could respond to the prompt. A conversational AI system would typical have 60-100 different ways to respond (we call these utterances) to any prompt.

So now, take that same IVR where you have 1000 call flows:

1000 call flows10 steps per flow60 utterances per step

You now have 600,000 call flows to test. That task is impossible to do manually.

This scenario isn’t far-fetched. In fact, it’s conservative. When you consider that many bots are programmed to speak multiple languages and that they often must “disambiguate” or ask clarifying questions, it’s easy to see how those test cases can balloon even further.

Making the impossible possible through automated testing

This ultimately leaves contact center executives with two options. You can, of course, forego adopting these advanced conversational AI technologies and stick to a more manageable manual testing task. In reality, however, this isn’t a viable choice. Research from Aberdeen shows that companies that deploy AI solutions have 2.5 times higher customer satisfaction rates and generate 2.4 times greater increases in annual revenue.[2] Adopting AI is the only way to remain competitive in a changing market.

Instead of avoiding AI adoption, the better option is to adapt your testing processes to fit the new technology. Cloud-based, AI-driven contact centers need to expand the scope of their testing exponentially, and that requires automated testing solutions that can handle the full range of the customer journey through their IVR and chatbot systems.

Cyara Botium is the only solution on the market that can truly make the impossible task possible by covering every pathway. To see the power of AI testing AI for yourself, check out our on-demand demo today.

[1] SkyQuest Technology Consulting. “Global Contact Center as a Service (CCaaS) Market to Hit Sales of 11.74 billion by 2028.”

[2] Aberdeen. “Contact Center & CX Trends 2019.”

Artificial Intelligence, Machine Learning

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‘Cloud’ is a buzzword that has run its course in a lot of industries, but there is a resurgence of cloud talk in the contact center arena these days.

Contact Center as a Service (CCaaS) is a high-priority digital transformation project for many businesses around the world, and some of the biggest players in tech are jumping in with both feet. Zoom, Microsoft, Amazon Web Services, Google, and Salesforce are all touting new ideas to leverage voice, digital and technological advances like artificial intelligence (AI), natural language processing (NLP), and machine learning (ML) in the contact center. At the same time, legacy on-premises players like Genesys1, Cisco, and Avaya are making big bets on the cloud.

While midsized companies have generally found it easier to move their contact centers to the cloud (many were urged on by the push to have contact center agents working from home during the pandemic), many bigger enterprises have yet to take the plunge. The global market for CCaaS offerings is expected to grow by 26.1% annually2 from 2022 to 2027, expanding from $17.1 billion to $54.6 billion. With all the buzz about CCaaS in the industry and amid looming economic uncertainty, it is realistic to expect that this shift will happen even faster.

The real difference between cloud and on-premises

Traditional contact center technology is built purposefully. It is intended to be used as a telephony-based call center solution, and it has worked really well for a long time, which is partly why larger organizations haven’t been as quick to jump to the cloud.

The cloud is a different kettle of fish. Many CCaaS offerings include an assortment of technologies, apps, and integrations with an ecosystem of partner apps assembled to form a contact center. In addition to core contact center functionality, cloud solutions have added perks, like built-in productivity tools and AI integration, which traditional telephony solutions just can’t match.

Adding AI to your contact center is a game-changer, and moving to the cloud gives you access to the best the industry has to offer. AI comes baked into many CCaaS solutions, which opens fresh opportunities for companies to leverage natural language engines like voice bots, chatbots, or conversational IVRs to enable more self-service options for customers while freeing up human agents and driving the cost of service down.

How to get started: Lift and Shift vs Lift and Shine

Sometimes, it makes perfect sense to take what you have in your on-premises solution and just move it to the cloud. Other times, a cloud migration is a great opportunity to reassess priorities and examine how your customers are interacting with your business. Identify your customers’ true intents: What does a successful interaction with your business look like to them? How can you deliver personalization and opportunities for self-service? Then, bring that vision to life by shifting the way you think about your contact center and throwing the rule book out the window.

If a move to the cloud coincides with a foray into AI, maybe your IVR becomes conversational. Should you revamp call flows or elements of your customer journey to make them more user-friendly? How can you incorporate chatbots, voice bots, or other digital channels or real-time communication? Whatever you decide, you need to have a meticulous plan to ensure a smooth transition.

If you fail to plan, plan to fail

All too often, as a cloud migration gets rolling, the contingencies, nuances, and complexities overwhelm even the best migration teams.

When Electrolux3 set out to consolidate their European on-premises contact centers into one cloud-based solution, the team soon realized that bringing together the staff, processes, and legal requirements from different countries and languages would create a new set of challenges. With its existing fully manual testing process, there was no way for Electrolux to run tests at the new scale demanded by the cloud. Manual testing proved too slow to keep pace. They also struggled to consistently measure cloud environment stability and quickly identify issues that needed to be addressed from the customer’s perspective. Electrolux turned to Cyara for help monitoring voice quality and digital channels, improving end-to-end call routing, and accelerating their regression testing from 14-day cycles to overnight to get their migration back on track.

Assure your cloud migration with the right testing and processes

A rigorous testing regimen will make sure that you know how the system performed before, during, and after key steps in migration. Unfortunately, no team of manual testers can do this astutely without help from automation.

Even in the cloud, the technology required to run a contact center involves integrating disparate systems — such as a CRM or ERP — not delivered by the CCaaS platform. Cloud providers will test their solutions with their own technology, but they won’t test your cloud instance with your data and your integrations, which is necessary to assure performance.

This is an immense, complex task that will require many rounds of coding and testing. You need to successfully get through the entire migration process to day 0 and flip the switch with confidence and assurance. Ensuring this goes smoothly requires comprehensive testing.

The sooner you can fully migrate to the cloud, the sooner you can recognize the benefits and economies that come along with that move. Companies that use Cyara to assure their migration move to the cloud 2x faster than those that don’t. Learn more about how Cyara helps at every stage of the cloud migration journey by reading our eBook.

1: No Jitter. “Genesys Cloud: And Then There Was One.” October 2022.

2. Research And Markets. “Cloud-Based Contact Center Market by Component, Deployment mode, Organization Size, Industry and Region.” June 2022.

3. Electrolux Case Study by Cyara

Cloud Computing

Posted on Posted in Digital transformation, General topics Tagged with , , , ,

In some form or another, a recession is looking increasingly likely in 2023. The Conference Board, a global nonprofit think tank, called for a 96% probability of recession in the U.S. within 12 months from October 2022. That’s a steep increase from the 0% likelihood in early 2020 through early 2022.[1]

We can be confident that regardless of the severity of the looming downturn, it’s likely to affect businesses across all sectors of the economy.

In an environment like this, tightening is inevitable. Yet, contact centers that spend strategically will be best positioned to weather the storm. The best way to get through a recession is to balance cost cuts with a strategic investment in customer experience (CX) to ensure you hold on tight to your customers.

How bad will it be?

While it would certainly be helpful if contact center leaders could see exactly what the downturn will look like, economists aren’t clear about how bad it could be. Even though they can’t agree on the severity, they generally concur that recession is imminent.

The Conference Board expects that factors such as lingering inflation, continuing Fed rate hikes, and geopolitical turmoil will combine to make a recession highly likely in 2023. The group expects that U.S. gross domestic product (GDP) will turn negative in late 2022 or early 2023.[1] Although it doesn’t expect negative economic growth to linger for long, the Board does anticipate a slower pace of GDP growth for the next decade, beginning in 2024.[2]

Other predictions span the spectrum from pessimistic to promising. BlackRock analysts were bullish about 2023, despite some hopeful upticks in markets after the midterm elections.[3] JPMorgan CEO Jamie Dimon, meanwhile, predicted a mild recession that would pale in comparison to 2008, even predicting 1% GDP growth in 2023.[4] Goldman Sachs is a clear outlier, calling for a “soft landing” that may even see the U.S. skirt a recession entirely.[5]

What will a recession mean for contact centers?

Every recession is unique, but each brings some predictable results. That means contact center leaders can learn from the past and proactively prepare for what’s coming.

Consumer spending is expected to slow, of course. During the last recession, 20% of consumers shifted their spending toward lower-priced goods. Likewise, overall consumer trust in brands dropped by 20%during the 2008 recession as buyers projected their pessimism about the economy onto the companies that drive it.[6]

Every customer dollar is valuable, but it becomes more so if there are fewer dollars to go around. In the face of a recession, contact centers need to position themselves to retain customers and grow revenue in any way possible.

How to weather the storm: invest in CX

These aren’t the only lessons that previous recessions have to teach contact centers, however. Not all companies cut costs indiscriminately in a recession, and those that made strategic investments in CX in 2008 fared far better than those that didn’t.

Data from a recent Watermark Consulting study illustrates just how much of a difference CX made during the Great Recession. Companies that were deemed CX Laggards from 2007–2009 saw their stock drop by an average of 57% during that stretch. In contrast, CX Leaders actually saw their stock increase by 6.1% on average, despite the S&P 500 dropping 15%.[7] Paradoxically, those companies that spent more on customer experience came out of the recession stronger.

This shouldn’t come as a surprise, though. Investing in CX is a critical way to bolster customer loyalty, something that’s especially critical during a downturn. Maintaining an existing customer is much less expensive than securing a new one, after all. What’s unique today is that customer expectations for CX are rapidly evolving. Investing in self-service, IVRs, and chatbots can help handle calls more cost-effectively.

“As customer expectations for outstanding service and experience continue to rise, businesses can no longer rely on improvements in usability, functionality, and dependability of a product or service to ensure customer loyalty,” says Alok Kulkarni, co-founder and CEO of Cyara. “Customers are essential for the business, and if they aren’t getting the experience they want, they’ll have no problem taking their business elsewhere. In 2023, providing exceptional CX will be critical for maintaining and retaining customers, and it will directly impact the company’s ability to weather the economic uncertainty.”

A complete testing solution

What does it look like to invest in CX in a way that will recession-proof your contact center in 2023, then?  As we’ve discussed before, technology investments like migrating your contact center to the cloud and adding conversational AI are critical for contact center success, regardless of what happens in the next 12 months. Both set the stage for the digital-first, self-service CX that customers expect today.

A complete investment in CX, however, involves much more. The cloud and conversational AI make so much possible, but they can also magnify defects in your IVR or chatbot solutions and can enhance problems with customer experience. To truly ensure a strong customer experience, contact centers must deploy end-to-end testing solutions that allow them to continuously monitor every stage of the customer journey.

Cyara offers the complete solution for recession-proofing your contact center. With automated testing and monitoring solutions, you can test more, assuring great quality CX, without spending more on labor. Not only that, but you can also ensure your employees spend their time on the most valuable thing — critical and complex customer service tasks — rather than on testing or trying to alleviate customer frustrations.

Just as in the last recession, the businesses that invest in these CX-supporting solutions will be the ones that come out strong on the other side. Read more about the true cost of manual testing or reach out today to learn more about how Cyara can help you get ready for the rough waters ahead.

[1] The Conference Board. “Probability of US Recession Spikes to 96%.”

[2] The Conference Board. “Global Economic Outlook 2023: US Edition.”

[3] Jonathan Ponciano, Forbes, “Dow Rallies 800 Points As Apple Stock Surges—But ‘Looming Recession’ Could Still Tank Markets, BlackRock Warns.” Oct. 28, 2022

[4] Siladitya Ray, Forbes, “JPMorgan Forecasts ‘Mild Recession’ In 2023— Here’s What Major Financial Institutions Predicted This Week.”, Nov. 17, 2022

[5] Goldman Sachs. “Why the US is Expected to Escape Recession in 2023.”

[6] AMC Technology. “How would a recession impact your call center?”

[7] Jon Picoult, Forbes, “The Best Business Strategy For Surviving A Recession? Not What You’d Think.” Jan. 7, 2020

Artificial Intelligence, Machine Learning

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Journey Beyond, a part of Hornblower Group, is Australia’s leading experiential tourism group. Headquartered in Adelaide, it operates 13 brands and experiences spanning the country. The company’s overall strategy is to “have a customer experience that’s second-to-none — from the moment they first engage with the company to plan their experience, to when they return home at the end of their travels — regardless of what Journey Beyond adventure you are booking.”

However, the company’s disparate technology systems were proving to be a hinderance in its commitment to consistently deliver unmatched services and experiences to customers. As its business diversified, including its own acquisition by Hornblower Group in early 2022, Journey Beyond inherited a range of disparate technology systems, including six different phone systems and an outdated contact center that was only servicing Journey Beyond’s rail journeys. The remaining brands in the company’s portfolio were using basic phone functionality for customer enquiries and reservations.

Madhumita Mazumdar, GM of information and communications technology at Journey Beyond

istock

“The different communication solutions were unable to provide an integrated 360-degree customer view, which made it difficult to ensure a consistent, unrivalled customer experience across all 13 tourism ventures, and any other brands Journey Beyond may add to its portfolio in the future. The absence of advanced contact center features and analytics further prevented us from driving exceptional customer experience. Besides, we couldn’t enable work-from-anywhere, on any device capability, for employees,” says Madhumita Mazumdar, GM of information and communications technology at Journey Beyond.  

These challenges forced the company to transition to a modern cloud-based communication platform.

Multiple communication solutions cause multiple challenges

Because Beyond Journey operates in the experiential tourism market, providing a personalized, seamless customer experience is essential — something its previous communications systems lacked, Mazumdar says.

“For instance, our train journeys get sold out a year prior to their launch. Therefore, when we launch a new season, there is a huge volume of calls from our customers and agents. The existing system lacked callback mechanism, leading to callers waiting in queue for as long as 40 minutes, which adversely impacted their experience,” she says, adding that there was also no way to prioritize certain calls over others.

The existing system also lacked analytical capability to provide any customer insights and it wasn’t integrated with Beyond Journey’s CRM. As a result, representatives interacting with a customer didn’t know whether the customer had traveled with the company before. “The communication between us and the customer was transactional instead of being personalized,” Mazumdar says.

Since the existing systems were very old, they couldn’t be managed remotely. In case of an outage, the company had to send a local person to rectify the on-site phone system, which could take a couple of hours. During this time, customers were unable to call Journey Beyond.

“The IVR was also not standardized across the company. As the IVRs were recorded in voices of employees from different business units, a caller had no idea they were part of the same business,” says Mazumdar.

Incoming calls to Beyond Journey’s toll-free numbers were also adding to the operational cost. “We paid per-minute on the calls received to our toll-free numbers. The high call volumes meant huge costs for us. Even if the call was hanging in the queue, it was costing us every minute,” she says.

Implementing a consolidated communications platform

To overcome the bottlenecks and drive customer engagement to the next level, Journey Beyond launched a contact center transformation, the first step of which was to establish a common unified communications (UC) platform across the business and integrate it with a new contact center (CC) solution. After evaluating several UC and CC solutions, Journey Beyond chose RingCentral’s integrated UCaaS and CCaaS platforms — RingCentral MVP and Contact Center.

“We started evaluating multiple vendors in the first quarter of 2021. The software evaluation process took three to five months after which the implementation started in August 2021. We went live in October 2021,” Mazumdar says. The entire SaaS solution was hosted on AWS.

The company took this opportunity to shift to soft phones and headsets by getting rid of all physical phones. “We purchased good quality noise-cancelling headsets, which was the only hardware we invested in significantly,” says Mazumdar. “Although we had premium support from RingCentral, we decided to learn everything about the solution and take full control over it. So, while the integration and prebuild was completely done by RingCentral, over time we trained multiple people in the team on the solution. In hindsight, this was the best thing we did,” says Mazumdar, who brought in two dedicated IT resources with phone system background for the new solution.

“Different business units within the company work differently. For instance, the peak hours for one business could be different from those of another business, which impacts how you set up the call flows. It’s not one basic standard rule that could be set up for all businesses across the company. With in-house understanding of the solution, we had full control over the solution and were able to make changes, refinements, and complex prioritization rules to it ourselves without depending on the solution provider,” she says.

Cloud-based solution delivers customer visibility and value

Connecting multiple businesses with a common communications platform to deliver consistent customer service across the group has yielded compelling business benefits to Journey Beyond.

A key advantage of the tight integration between UC and CC is the customer service operation’s accessibility for the entire Journey Beyond team.

“At a national integrated level, we now have subject matter experts in each of our experiences available to deliver unrivalled customer experience, with economies of scale. So, if one team is under duress in terms of call volumes, the call can be overflowed and picked up quickly by a consultant with secondary expertise in that brand,” says Mazumdar.

Journey Beyond is supporting its customer experience drive by integrating the CC solution with its CRM to develop omni-channel CX capabilities and build towards a 360-degree view of the customer.

“We are building up our ‘Know You Customer’ strategy, which starts with our customer service agents knowing who you are when you call any of our Journey Beyond brands,” says Mazumdar. “Callers who have travelled with us before, have their phone number in our CRM. When they call, their records pop up. The executive can look at the customer’s history with the company and the communication between them becomes a lot more personalized. The integrated view of the customer also helps to cross sell. For instance, if a person is booking a train journey from Adelaide but our executive knows that he is coming from Sydney, he can sell him another trip in Sydney.”

The other major advantage is the scalability and remote capabilities of the cloud-based platform. The solution allows Journey Beyond to run operations 24×7 with centralized administration and distributed users, working from anywhere, on any device. This has also given Journey Beyond the opportunity to recruit for talent in other locations outside the market around its Adelaide office.

Journey Beyond has also rolled out the solution’s workforce management functionality to better align agent availability with customer demand. The advanced feedback capabilities allow Journey Beyond to measure customer net promoter scores (NPS) right down to the consultant level. That NPS functionality will then be integrated into Salesforce, enhancing the 360-degree view of the customer experience.

The solution’s quality management functionality is providing Journey Beyond with a level of automation to ensure the contact basics are being completed, allowing leaders to focus on scoring the more complex or intangible components of customer engagements — delivering a recording of both the call and what is happening on screen at the same time. “Quality analytics completes the picture in terms of everything we need to see from a skills gap perspective,” says Mazumdar. Journey Beyond has deployed the UC solution to all businesses nationally. The CC solution has been rolled out at the company’ rail division and Rottnest Express while onboarding for the other businesses is in progress.

Unified Communications

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Chatbots have been maturing steadily for years. In 2022, however, they showed that they’re ready to take a giant leap forward.

When ChatGPT was unveiled a few short weeks ago, the tech world was abuzz about it. The New York Times tech columnist Kevin Roose called it “quite simply, the best artificial intelligence chatbot ever released to the general public,” and social media was flooded with examples of its ability to crank out convincingly human-like prose.[1] Some venture capitalists even went so far as to say that its launch may be as earth shattering as the introduction of the iPhone in 2007.[2]

ChatGPT does indeed look like it represents a major step forward for artificial intelligence (AI) technology. But, as many users were quick to discover, it’s still marked by many flaws — some of them serious. Its advent signals not just a watershed moment for AI development, but an urgent call to reckon with a future that’s arriving more quickly than many expected.

Fundamentally, ChatGPT brings a new sense of urgency to the question: How can we develop and use this technology responsibly? Contact centers can’t answer this question on their own, but they do have a specific part to play.

ChatGPT: what’s all the hype about?

Answering that question first requires an understanding of just what ChatGPT is and what it represents. The technology is the brainchild of OpenAI, the San Francisco-based AI company that also released innovative image generator DALL-E 2 earlier this year. It was released to the public on Nov. 30, 2022, and quickly gained steam, reaching 1 million users within five days.

The bot’s capabilities stunned even Elon Musk, who originally co-founded OpenAI with Sam Altman. He echoed the sentiment of many people when he called ChatGPT’s language processing “scary good.”[3]

So, why all the hype? Is ChatGPT really that much better than any chatbot that’s come before? In many ways, it seems the answer is yes.

The bot’s knowledge base and language processing capabilities far outpace other technology on the market. It can churn out quick, essay-length answers to seemingly innumerable queries, covering a vast range of subjects and even answering in varied styles of prose based on user inputs. You can ask it to write a resignation letter in a formal style or craft a quick poem about your pet. It churns out academic essays with ease, and its prose is convincing and, in many cases, accurate. In the weeks after its launch, Twitter was flooded with examples of ChatGPT answering every type of question users could conceive of.

The technology is, as Roose points out, “Smarter. Weirder. More flexible.” It may truly usher in a sea of change in conversational AI.[1]

A wolf in sheep’s clothing: the dangers of veiled misinformation 

For all its impressive features, though, ChatGPT still showcases many of the same flaws that have become familiar in AI technology. In such a powerful package, however, these flaws seem more ominous.

Early users reported a host of concerning issues with the technology. For instance, like other chatbots, it quickly learned the biases of its users. Before long, ChatGPT was spouting offensive comments that women in lab coats were probably just janitors, or that only Asian or white men make good scientists. Despite the system’s reported guardrails, users were able to train it to make these types of biased responses fairly quickly.[4]

More concerning about ChatGPT, however, are its human-like qualities, which make its answers all the more convincing. Samantha Delouya, a journalist for Business Insider, asked it to write a story she’d already written — and was shocked by the results.

On the one hand, the resulting piece of “journalism” was remarkably on point and accurate, albeit somewhat predictable. In less than 10 seconds, it produced a 200-word article fairly similar to something Delouya may have written, so much so that she called it “alarmingly convincing.” The catch, however, was that the article contained fake quotes made up by ChatGPT. Delouya spotted them easily, but an unsuspecting reader may not have.[3]

Therein lies the rub with this type of technology. Its mission is to produce content and conversation that’s convincingly human, not necessarily to tell the truth. And that opens up frightening new possibilities for misinformation and — in the hands of nefarious users — more effective disinformation campaigns.

What are the implications, political and otherwise, of a chatbot this powerful? It’s hard to say — and that’s what’s scary. In recent years, we’ve already seen how easily misinformation can spread, not to mention the damage it can do. What happens if a chatbot can mislead more efficiently and convincingly?

AI can’t be left to its own devices: the testing solution

Like many reading the headlines about ChatGPT, contact center executives may be wide-eyed about the possibilities of deploying this advanced level of AI for their chatbot solutions. But they first must grapple with these questions and craft a plan for using this technology responsibly.

Careful use of ChatGPT — or whatever technology comes after it — is not a one-dimensional problem. No single actor can solve it alone, and it ultimately comes down to an array of questions involving not only developers and users but also public policy and governance. Still, all players should seek to do their part, and for contact centers, that means focusing on testing.

The surest pathway to chaos is to simply leave chatbots alone to work out every user question on their own without any human guidance. As we’ve already seen with even the most advanced form of this technology, that doesn’t always end well.

Instead, contact centers deploying increasingly advanced chatbot solutions must commit to regular, automated testing to expose any flaws and issues as they arise and before they snowball into bigger problems. Whether they’re simple customer experience (CX) defects or more dramatic information errors, you need to discover them early in order to correct the problem and retrain your bot.

Cyara Botium is designed to help contact centers keep chatbots in check. As a comprehensive chatbot testing solution, Botium can perform automated tests for natural language processing (NLP) scores, conversation flows, security issues, and overall performance. It’s not the only component in a complete plan for responsible chatbot use, but it’s a critical one that no contact center can afford to ignore.

Learn more about how Botium’s powerful chatbot testing solutions can help you keep your chatbots in check and reach out today to set up a demo.

[1] Kevin Roose, The Brilliance and Weirdness of ChatGPT, The New York Times, 12/5/2022.

[2] CNBC. “Why tech insiders are so excited about ChatGPT, a chatbot that answers questions and writes essays.”

[3] Business Insider. “I asked ChatGPT to do my work and write an Insider article for me. It quickly generated an alarmingly convincing article filled with misinformation.”

[4] Bloomberg. “OpenAI Chatbot Spits Out Biased Musings, Despite Guardrails.”

Artificial Intelligence, Machine Learning

Posted on Posted in Digital transformation, General topics Tagged with , , , , , , , , , ,

The modern hybrid workforce is composed of employees working in a variety of settings, from home, on the road, in the office, and just about everywhere in between. The help desk teams who support these dispersed employees are often in mixed working environments themselves and require enhanced contact center software with robust features to adequately serve their customers’ needs. Many companies are now exploring omnichannel solutions that combine contact center platforms, IT support systems, and video communications to address these new working environments.

With 83% of workers preferring a hybrid work model, and 63% of high-growth companies adopting a “productivity anywhere” workforce model, employees need to be as productive as possible no matter their location. IT professionals tasked with supporting these employees must be confident they can get all employees up and running as quickly as possible to avoid long stretches of downtime.

Getting assistance from IT help desks can include submitting tickets via email, online portals, calling them on the phone or using an on-site kiosk. While many enterprises have geographically dispersed IT help desk teams to support a global workforce, it’s now more likely these staffers are working from home or have their own hybrid schedule – which can make it difficult to deliver a more personalized help-desk experience.

Now, with an omnichannel, video-optimized contact center, companies can equip their IT Help Desk teams to deliver the same empathetic and supportive experience internally that is offered to external customers. IT help desk functions are just as important as external customer support, because an employee’s productivity and uptime depend on reliable technology that works. Adding visual engagements to your contact center allows for face-to-face communication that enhances support between an employee and the IT help desk team member.

Having relied heavily on tools such as Zoom for the past few years, many employees are quite comfortable with being on camera, which provides a human element that makes IT support more effective. For example, a video call allows help desk staff to provide a more personalized and caring experience for a frustrated employee who can’t get their work done. Screen and file sharing during the interaction lets IT staff solve problems faster and more efficiently. Video also can be used to quickly verify an employee’s identity, which can add another level of security with employees working from home or remote locations.

Many interactions require expertise beyond the contact center, so it’s important that IT staff have easy, real-time access to back-office experts while helping an employee. A modern platform that combines the contact center and unified communications creates a more seamless experience for help desk staff to interact with fellow employees and reduces costs while improving operational efficiency for IT staff. This also reduces research time, helps in locating answers to solve a given problem, and leads to higher employee satisfaction. What’s more, the department now has one less product to install, train on, administer, and maintain. Additionally, companies save money by eliminating the need to work with multiple vendors for various tasks.

An open platform that can integrate with the critical business applications that IT help desk staff use, such as Zendesk and ServiceNow, is essential to improving efficiency and streamlining the interactions with employees. Through integration, help desk staffers no longer need to switch between their contact center app and service ticket application, and instead, work directly within one application. This enables more automation capabilities and saves time from manually entering in the ticket and employee information.

Learn more about how Zoom Contact Center can assist IT help desk professionals with faster and more personalized support for a hybrid workforce.

Data Center Management

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Agility may be the defining feature of today’s contact centers.

In the past, speed was the name of the game. How could a contact center be as efficient as possible, maximizing the call volume each agent could handle and minimizing average handle time? While these factors still play a role in contact center operations, customer experience (CX) now takes center stage. That CX is fluid and omnichannel, and that means your contact center must be as agile as possible.

It’s fitting, then, that DevOps, an operational approach that grew out of the Agile software development practices of the 1990s, is finally grabbing the attention of more contact center executives. As more contact center leaders have embraced cloud technology, a nimbler and fleet-footed approach to CX development and delivery has become possible.

How the cloud clears the way for DevOps

Contact centers are rapidly shedding legacy, on-premises technology in favor of the cloud. The global market for Contact Center as a Service (CCaaS) offerings is expected to grow by 26.1% annually from 2022 to 2027, expanding from $17.1 billion to $54.6 billion.

While there are many reasons for this shift, it ultimately boils down to customer experience and cost management. The cloud allows contact centers to scale more efficiently, delivering more flexible and personalized CX solutions while driving down the cost of service. It enables a more seamless blend of human agents with artificial intelligence technology within an omnichannel service environment.

The cloud does more, though. It also clears the way for a DevOps approach in the contact center. Consider a few key changes that come with cloud migration:

Silos break down and communication opens up. When a contact center isn’t bound to a physical location, collaboration and communication become essential ingredients to delivering customer service.Automation becomes easier. Cloud contact center technology is built on a modern architecture making it more compatible with the small, frequent changes that are the hallmark of DevOps. Automation of key processes, from CI/CD to testing, becomes key to achieving the DevOps vision.

All these changes lay the groundwork for a fuller shift toward DevOps in the contact center. Because it is rooted in Agile software methodology, DevOps relies on the open, collaborative culture that’s inherent to an Agile approach. It’s built on breaking down the silos between development and operations so that these two departments can work together throughout the development cycle to deliver faster, better software releases.

In the contact center, it’s much easier to embrace this type of mindset shift when the overhead of legacy technology is no longer in the way. And when contact center leadership embraces this shift, it lays the groundwork for even more powerful results.

Continuous testing in DevOps: The perfect recipe for CX assurance

At the heart of the DevOps mindset is the commitment to continuous iteration and continuous development (CI/CD). Rather than separating development and testing into distinct stages, DevOps intertwines them throughout the entire lifecycle of software development.

This shift from a develop-test-release approach to a more fluid interchange between the three relies on continuous testing. Instead of isolated checks at the end of development, which often lead to major delays or misses in discovering software issues, testing “shifts left” to happen much earlier in the cycle. This enables development teams to discover problems much earlier, solve them more efficiently, and reduce the costs associated with premature deployment.

When done well, the result is a massive improvement in execution. According to the 2021 Accelerate State of DevOps report by Google Cloud DevOps Research and Assessment (DORA), organizations with elite DevOps teams outperform those with low-end DevOps teams by leaps and bounds. Consider a few stark comparisons:

Elite groups are 6,570 times faster at making software changes and restoring service outages.They deploy code updates 973 times more often.The changes they deploy are one-third less likely to fail.

What do these kinds of performance improvements mean for the contact center? By deploying CI/CD, automated testing, and other DevOps approaches, contact centers can reduce outages, improve voice quality, enhance chatbot performance, and more. And while it’s possible, in theory, to do this without a wholesale embrace of the DevOps mentality, making a full mindset shift will drastically enhance what’s possible for contact center CX.

Changing the mindset in your contact center

Embracing a DevOps approach in your contact center requires a change in mindset. You can no longer think of development and upgrades to your system as separate from CX — they must become an integral part of it. At Cyara, we call it “DevCXOps.”

Our CX assurance platform helps the world’s most prestigious brands accelerate the shift toward DevOps because the entire system is built on CI/CD. Through powerful automation, our customers deploy functional, regression, and performance tests, along with live CX monitoring, to gain a comprehensive view of the customer experience.

This kind of automated continuous testing and monitoring allows development and operations teams to ensure that CX software — whether an existing version or a new update — performs at optimal levels. Instead of catching service issues in scattershot fashion or after they’ve already impacted CX, Cyara helps catch them proactively so they don’t become serious problems.

One of our customers, a major Canadian bank, uses Cyara to get a unified picture of its contact center operations and an end-to-end view of the customer journey that allows them to catch issues in real-time and resolve them more quickly.

That’s only one example — countless more contact centers have used Cyara to jumpstart their shift to a DevOps way of doing business. If you’re ready to deploy DevOps in your contact center, you don’t have to do it alone. Take a look at this whitepaper  to learn more about how Cyara can help.

Digital Transformation

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Contact centers are evolving rapidly. The days of single-channel, telephony-based call centers are long gone. This old model has given way to the omnichannel customer experience center.

In legacy call centers, the customer’s pathway through sales or service was relatively linear. Call in, speak to an agent, and (hopefully) resolve the issue. In this system, the manager’s focus was strictly on ensuring there would be enough well-trained staff to handle every call as efficiently as possible.

Nowadays, however, the customer journey is more complex, and the path to successful customer experience (CX) may weave its way through various channels, touching both human and robot agents along the way. Today’s managers must not only build an adequate staff, but they must also choose the right solutions to effectively meld together technological and human elements to deliver a near-flawless CX. 

Although many solutions have proved important for managers seeking to create successful contact centers, none are more important than the cloud and conversational AI. You might think of these as the twin pillars of success for today’s contact centers. However, as we’ll discuss here, they’re not sufficient on their own. There’s a third pillar to consider: quality assurance, or dedication to ensuring a finely tuned customer experience at every stage in the customer journey.

The cloud makes the contact center omnipresent

It looks like we’ve reached the tipping point for cloud adoption in contact centers. Deloitte reports that 75% of contact centers plan to migrate their operations to the cloud by mid-2023, if they haven’t already done so. IDC forecasts that investments in cloud solutions will account for 67% of infrastructure spending by 2025, compared to only 33% for non-cloud solutions. Genesys, a major contact center provider, recently announced that, going forward, it will focus its efforts on its Genesys Cloud CX software rather than its on-premises solutions.  

Considering the cloud’s potential, it’s not surprising to see that it’s taking over. Fundamentally, the cloud allows contact centers to keep pace with the changing expectations of employees and customers simultaneously.

The pandemic quickly changed what both groups were looking for. Employees came to expect more accommodating remote work arrangements, and those expectations have held strong even in 2022. According to research by Gallup, only 6% of workers who can do their jobs remotely actually want to return to a full on-site arrangement. Expectations for CX, meanwhile, have continued to rise to new heights, whether in terms of omnichannel service or personalized experiences.

The cloud makes it much easier for contact centers to meet these expectations. Without the need to rely on legacy, brick-and-mortar infrastructure, remote agents can deliver service to customers from anywhere at any time. Plus, the cloud more effectively facilitates seamless omnichannel service delivery and efficient software updates.

From setup to ongoing execution, the cloud is simply easier to manage. With no telecom hardware to purchase, installation and setup happen more quickly. And contact centers can rapidly scale up and down as needed, and when needed, allowing them to effectively manage costs.

The net effect of these benefits is that the cloud creates a new kind of contact center — one that’s omnipresent to deliver a modern customer experience from anywhere and to anyone.

Conversational AI transforms CX

One of the key benefits of moving to the cloud is the availability of conversational AI that can power self-service solutions. This technology, which is indispensable to chatbots and IVR, enables bots to interact with customers in natural — even human — ways.

Thanks to powerful components of AI, such as natural language processing and machine learning, bots are increasingly able to provide much of the service customers seek. In fact, in today’s self-service economy, conversational AI allows consumers to solve many of their own issues. Even more, the machine learning capabilities of AI allow it to easily and quickly collect customer data and use it to personalize the service experience. Unsurprisingly, organizations that employ conversational AI see a 3.5-fold increase in customer satisfaction rates.

That boost in customer satisfaction stems not only from offering personalized self-service, but also from organizations making the most of their human service. While bots handle many of the simpler requests, they reserve agents’ time for handling more complex matters. Ultimately, companies that deploy them can improve customer service while also cutting costs by between 15% and 70%.

This AI-powered CX transformation is already well underway in many industries. Banks use conversational AI to power customer self-service with simple tasks, like money transfers and balance inquiries. Hotels employ it to offer streamlined booking and concierge services. And retailers put it to work engaging customers in more personalized ways.

These are only a few of the basic benefits that forward-thinking companies can gain from deploying conversational AI. Its more advanced forms will power a new kind of proactive CX in the years ahead, shaped by powerful tools like sentiment analysis. 

True success requires a third pillar: quality assurance

Although critical for today’s contact centers, those two pieces are incomplete without the third pillar of quality assurance.

The expanded service capacities enabled by the cloud and conversational AI add new layers of complexity to a contact center’s CX delivery. Cloud migration, for instance, often involves bringing together many disparate legacy systems and remapping the entire customer journey. It requires extensive testing and mapping to make sure it’s done right. 

And as powerful as conversational AI is, it still requires a lot of human guidance to ensure it’s doing its job correctly. Without the capacity for that guidance, IVR or chatbot solutions may cause more CX problems than they solve. They can also be more costly — defects discovered in the IVR or chatbot production environment are much more expensive to undo than they would be when discovered in design.

The best way to provide cost-effective quality assurance is through a robust set of testing solutions that can work with any cloud, IVR, or chatbot solution that a contact center uses. As a platform-agnostic CX assurance solution, that’s exactly what Cyara is designed to do. 

With a powerful solution like Cyara, businesses can speed up cloud migration, correct voice quality issues, load-test IVRs, and performance-test chatbots, regardless of which solutions they use. They can even run more advanced chatbot tests to see how well they follow natural human conversation flows and recognize various speech patterns.

This kind of quality assurance allows contact centers to jump to the cloud and deploy conversational AI with confidence, knowing that both will push their CX forward. Together, these three pillars provide a firm foundation for contact centers of the future.

Ready to get started? Cyara can provide assurance for your cloud migration so you can start building these pillars. Reach out to get started today.

Digital Transformation

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Contact centers don’t look like they did 10 years ago. Technology has fundamentally changed the way they do business.

Alongside that transformation has come steady growth. In 2022, 80% of contact centers planned to expand their workforces, with half of those expecting to create entirely new roles. Only 1% planned to cut staff. Yet, as they grow, they must find new ways to scale effectively. An expanded contact center brings a more expansive technology stack, and it becomes more important than ever to assure that stack is up to the task.

Most contact center leaders would agree that investing in new technology can help contact centers maximize growth and drive future success. Still, they’re left with an important question: What technology should they invest in? With so many solutions available on the market, the true challenge is choosing the ones that will deliver the greatest return.

Toward the flawless CX of the future

Imagine what the customer experience (CX) could look like in the near future. A customer may start their support journey on a brand’s website, interacting via chat. They then seamlessly send the conversation to their smartphone to continue on the go. After they resolve their most pressing questions with the chatbot, they request a call from support for a more complicated issue. 

Ten minutes later, an agent calls them, fully prepared with all the information from the chatbot session. Unbeknownst to the customer, that agent receives live insights during the call, with AI directing them based on the tone and content of the conversation. This allows for a smooth, frustration-free call. Later, the system generates an automatic email follow-up with personalized tips for the customer and the option to reconnect with an agent. There were no award menus and no hold times — just seamless customer service.

Many of the pieces required to deliver this level of CX already exist. Yet, in 2019, Freshworks reported that sales and service agents in the U.S. wasted 516 million hours a year trying to use their contact center’s software. Customers, for their part, have mixed feelings about their experiences with AI — 61% of them still dislike IVR. 

The possibility for flawless CX is there, but contact centers haven’t quite cracked the code.

4 technology solutions every contact center needs

Where should contact centers direct their resources, then? There are five types of technology they can’t afford to ignore.

Omnichannel communication: Given how we communicate today, many people feel less tied to a single way to connect with brands. We move seamlessly between social media, text messages, emails, and voice communication, so we expect the same from businesses.

This is true whether it comes to sales or service. Seventy-three percent of consumers prefer shopping across multiple channels, and 80% want brands to communicate easily across these channels. When brands make these options available, customers are happier and spend more. 

One of Cyara’s customers does this exceptionally well and points to what a truly fluid CX can look like in the modern call center. Agero delivers premium roadside assistance through intuitive, omnichannel service. Customers — who may be in life-or-death situations — can create their own tickets via mobile or get on the IVR and receive a link to create a ticket via text. While they create the ticket, the IVR stays online to ensure everything goes smoothly. This type of CX meets customers where they are to ensure they get the service they need.

Conversational AI: According to NICE’s “2022 Digital-First Customer Experience Report,” 81% of consumers want more self-service options from businesses. Today’s customers realize that many issues don’t require a long conversation with an agent, and they want the option to solve their own problems without the hassle. 

Conversational AI is the key to creating more self-service options. This technology, which powers IVR systems and chatbots, is what enables bots to have more effective interactions with customers and solve many of their simple requests. Brands that don’t utilize it are severely limited in their ability to meet customer expectations and control the costs of service.

Advanced analytics and sentiment analysis: Today’s contact center managers have an enormous amount of data at their fingertips. Many already have the tools to automatically collect information about every call and every customer interaction. Few actually put that data to use. 

With the capabilities added by AI, it’s possible to quickly and deeply analyze troves of customer data. For instance, contact centers can map and analyze keywords from call logs to assess their relationship with customer satisfaction and handle times. Or they can examine trends in how individual agents handle calls, allowing for more productive coaching. At the most advanced level, contact centers can deploy sentiment analysis technology to capture a live view of a customer-agent interaction and provide real-time direction. 

Together, these advanced analytics enable a more flexible, nimble form of customer service.

Quality assurance: None of the above technology investments can be fully realized without a simultaneous investment in quality assurance (QA). Just as you wouldn’t add on to your house without increasing your insurance coverage, you shouldn’t grow your contact center without investing in a way to ensure your technology truly allows customers to get the help they need, regardless of which channel they use.

It doesn’t matter how advanced a contact center’s AI and analytics are if it can’t execute a consistently great customer experience. Whether it’s problems with voice quality or downtime, the end result is bad for customer satisfaction and the bottom line. The technology that Cyara offers enables comprehensive call center QA to serve as an expanded insurance policy for an expanding contact center.

QA requires continuous testing and monitoring across every CX channel and throughout the entire software development cycle. On its own, this would be a massive undertaking for any contact center. That’s why Cyara’s suite of products is designed to automate this process and enable contact center managers to catch and correct glitches before they become CX problems.

Agero’s exceptional CX delivery wouldn’t be possible without a robust, automated QA program. Especially since the company deals with customers in life-threatening situations, service must be fast and flawless. With automated continuous testing from Cyara, Agero can regularly monitor its IVR and text and web service portals to ensure they’re performing well. Thanks to IVR monitoring, for instance, Agero deflects 25–30% of its calls and creates a smoother, better CX. In a sense, Cyara has become Agero’s insurance policy for flawless CX.

By automating the QA process like Agero, contact centers can assure high-quality CX without their QA costs running wild.

Invest wisely in your technology solutions

Contact centers that succeed in the years ahead while have scaled their business while delivering an increasingly flawless CX. There are countless options for where to invest your resources to make this happen, but no tools are more important than these five. Start here, and you’ll build a strong foundation for delivering flawless CX at scale.

Ready to invest in automated testing and CX assurance for your tech stack? Try a Cyara demo today.

Digital Transformation

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The contact center market is growing at a rapid pace. As the key business hub for sales and service, contact centers have long served an important role for customer experience (CX). During the pandemic, they became even more critical.

Today’s contact center agents handle 7.2 more calls per day than they did pre-pandemic. The contact center software market is expected to grow at a 21% compound annual growth rate (CAGR) from 2022 to 2030. But, with all this growth comes new potential costs. New market conditions demand new technological solutions, and increasing service demands put new financial pressures on contact centers.

Amid a fast-changing landscape, contact center executives have a critical task: Keep pace and grow while also reducing costs and driving efficiency. In many ways, this comes down to choosing the right technology. Let’s look at four key decisions that can fuel effective cost management in contact centers.

Reduce reliance on brick-and-mortar by going remote with the cloud

Legacy on-premises contact centers are quickly becoming outdated. According to research from Deloitte, only 32% of contact centers had migrated to the cloud as of 2021, yet 75% of survey participants planned to complete the journey by mid-2023. As a whole, Market Research Futures reports that the global market for cloud contact center technology will reach $45.5 billion by 2030, a CAGR of 24.8%.

Why the sudden aggressive shift away from legacy brick-and-mortar contact centers? There are a host of reasons, many centered on the cloud’s ability to enable more flexible, omnichannel service delivery and enhanced CX solutions. But it also has much to offer from a cost-savings perspective.

The cloud frees your contact center from the constraints of physical infrastructure and allows you to rely more heavily on a remote workforce. This makes it easier to scale your business seasonally or in response to demand. It also allows you to optimize your service delivery — Talkdesk reports that cloud-based contact centers experience 35% less downtime than on-premises sites.

With the right cloud solutions, these cost savings can prove substantial. According to a report from Forrester, for instance, the average contact center that moved to Genesys PureCloud saves more than $800,000 and gains a net total benefit of more than $5 million over three years.

If you truly want to improve cost management in your contact center, cloud migration is essential.

 Leverage your data

Across the board, today’s contact center managers and agents have more data at their fingertips than ever. The combination of more personalized customer experiences with advanced technology has made this possible. The only question is: Are you putting all that data to use?

You can access far more than the standard surface-level metrics, such as average handle times or wait times. With modern contact center software, AI-powered features, like sentiment analysis or in-depth transactional data, give you deep insights into customer satisfaction and behavior. And the best tools offer real-time access to these metrics.

Fully integrated contact centers are poised to make this data accessible and useful for anyone who can leverage it to improve customer experience. With access to real-time insights and the ability to share them across customer-facing departments, agents can direct the customer journey more effectively and efficiently.

Consider how much more quickly a data-empowered agent can respond to a customer calling in for the second or third time — or how a supervisor can use analytics to provide better coaching for that agent. When you leverage the data you have, your resources stretch farther.

Enhance self-service options

Customers want more self-service options. They’ve been shouting this for a while now, but many companies have been slow to listen. In NICE’s “2022 Digital-First Customer Experience Report,” 81% of customers said they expect more self-service options from businesses than they were getting. Yet 40% of companies think they offer enough.

That’s not to say that customers only want to deal with chatbots or automated IVR systems. But when it comes to simple issues — think checking your bank balance — customers would far rather resolve it on their own than wait to speak with an agent.

The good news for contact centers is that self-service options, when done well, can bring significant cost savings. With advances in conversational AI, chatbots and IVRs have taken huge leaps in their ability to understand and address many customer concerns. Plus, bots can handle far more customer inquiries than human agents. This ultimately lowers call volume for agents, allowing you to reduce staffing for minor customer service issues and focus on improving CX.

Automate as much as possible

Automation enables self-service, but it’s capable of creating far more efficiency for contact centers. Besides automating many of your customer interactions with AI-powered bots and IVR technology, you can automate many other mission-critical processes.

In fact, automation should touch every aspect of the contact center. From simplifying marketing workflows to handling staff scheduling to managing callbacks, automation can drive efficiency in every area.

And, in a contact center that relies so heavily on technology to shape customer experience, one type of automation may prove more important than any other: continuous testing.  The software that powers your contact center must be continuously tested, monitored, and updated to ensure quality CX at all times. Continuously testing performance identifies and resolves issues across the development process before they become too complex and costly to fix. As you scale your business, manual testing processes will struggle keep up with the demand. Automated continuous testing gives you ongoing feedback and helps identify defects so you can resolve issues in real time, rather than executing load tests or larger annual testing. This not only reduces labor costs but also prevents costly downtime and CX failures.

Scale Your Business Efficiently

Thanks to technology advancements, today’s contact centers face near-limitless possibilities for growing rapidly and improving customer experiences. But only the contact centers that scale efficiently, control their costs, and maximize their returns will earn the biggest benefits. By leveraging their data, moving to the cloud, expanding self-service, and relying on automation, contact center leaders can keep costs under control and set the stage for future success.

Learn more about the cost savings and business benefits enabled by Cyara’s CX Assurance platform.

Digital Transformation