Overview

Cyara Omnichannel Testing is a robust solution designed to automate the testing and assurance of customer experiences across multiple communication channels. By simulating real-world customer interactions, it enables organizations to validate the functionality and performance of their contact center systems, ensuring a seamless and consistent customer journey. This platform supports testing across voice, web, chat, chatbot, email, and SMS channels, providing a unified interface for managing and reporting test results. With Cyara, businesses can proactively identify and resolve issues before they impact customers, thereby enhancing customer satisfaction and loyalty.

Features and Capabilities

• Comprehensive Channel Support: Test and monitor customer journeys across various channels, including voice (IVR and live agent), web, chat, chatbot, email, and SMS.
• Automated Functional Testing: Validate the functionality of omnichannel journeys and the interoperability of different channels and devices.
• Regression Testing: Retest functionalities around any code changes in any channel to ensure consistent performance across the customer journey.
• Personalized Journey Testing: Test personalized customer journeys, ensuring that data and context are passed seamlessly from one channel to another.
• Global Reach: Make local calls in over 60 countries, enabling testing of toll-free numbers and monitoring voice quality over local lines.
• Centralized Test Data Management: Upload and manage test data centrally, allowing for easy sharing across multiple test cases and supporting various use cases like managing test datasets that represent different personas or order statuses.
• Visual Test Flow Editor: Create complex omnichannel interactions without coding, using a visual interface that simplifies the design and maintenance of test cases.
• Real-Time Monitoring and Alerts: Monitor customer interactions in real-time with actionable, data-driven insights that inform root cause analysis and minimize the time it takes to resolve CX issues.
• Analytics Dashboard: Access detailed insights into test results and customer experience quality through a comprehensive analytics dashboard.
• Scalability: Test thousands of simultaneous customer interactions, ensuring the platform can handle high-volume testing scenarios.
• API Testing and Validation: Automate API testing and validation for backend systems, ensuring that all components of the customer journey function correctly.
• Risk Mitigation: Proactively detect defects before production release, reducing the risk of customer-facing issues.
• Compliance Documentation: Generate comprehensive reports and documentation to support compliance and auditing requirements.