Overview

Cyara's Call Routing & Agent Desktop Testing solution is designed to enhance the quality of customer experiences by ensuring seamless interactions between customers and agents. It automates the testing of call routing paths and agent desktop functionalities, enabling organizations to identify and rectify issues proactively. By simulating real-world scenarios, Cyara ensures that calls are correctly routed and that agents have the necessary tools and information to assist customers effectively.

Features and Capabilities

• Call Routing Testing:
  • Simulate agent activities to test call routing paths.
  • Validate Computer Telephony Integration (CTI) functions.
  • Ensure accurate delivery of information to agents.
• Agent Desktop Testing:
  • Automate real-life agent interactions and workflows.
  • Validate application content and behavior, including screenpop contents.
  • Measure and validate desktop application timing and responsiveness.
  • Provide detailed, out-of-the-box reports for analysis.
• Comprehensive Omnichannel Support:
  • Test across various channels including chatbot, email, IVR, SMS, voice, and web chat.
  • Ensure smooth transitions from self-service to agent-assisted services.
• Proactive Issue Detection:
  • Identify and address defects before they impact customers.
  • Enhance agent efficiency and reduce labor costs.
  • Increase customer retention and revenue.
  • Reduce agent churn by ensuring a seamless agent experience.