Cyara has acquired CentraCX, a SaaS-based Voice of the Customer (VOC) solution tailored for contact centers. This move enhances Cyara's product lineup by integrating advanced VOC and customer feedback capabilities.
“Today, with rapidly changing technology and ever increasing customer expectations, delivering a great CX means continuously transforming. This requires the ability to both design a great CX and to deliver it with speed and quality. 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.
Through the acquisition of CentraCX, Cyara enhances its existing capabilities by integrating valuable customer insights into the design of CX strategies. This combination allows organizations to gain a deeper understanding of their target customers and create CX initiatives that align with their needs and preferences.
CentraCX is specifically designed to meet the requirements of enterprise contact centers and seamlessly integrates with Genesys Cloud CX. It offers tailored feedback analysis that caters to various stakeholders within an organization, helping frontline managers effectively utilize the data for team management. CentraCX captures and consolidates data from multiple channels such as voice, SMS, web, and email, providing valuable insights and analysis.
One standout feature of CentraCX is Tribal Analytics, which combines customer feedback with the agent perspective, creating a closed-loop feedback system that drives real change. This approach goes beyond identifying actionable insights and provides a comprehensive framework for continual improvement, enabling organizations to make informed business decisions based on customer opinions.
Cyara's offerings for driving improvements
Cyara offers organizations the ability to gain valuable insights for improving their CX by leveraging customer feedback. Additionally, Cyara enables organizations to drive ongoing CX improvements through automation, leveraging an Agile/DevOps framework to streamline and optimize testing processes.
With the company's advanced capabilities, organizations can accelerate the development and improvement of chatbots and conversational AI systems. They can utilize Cyara's LLMs for accelerated training and utilize AI-based automated testing, including enhanced natural language processing performance.
To ensure robust contact center performance, Cyara also provides solutions that guarantee contact center platforms can handle high-stress situations and facilitate global customer reach. Furthermore, its AI-based insights offer valuable performance analytics for optimizing contact center operations.
Cyara's platform also enables organizations to monitor remote and at-home agents, ensuring that their network data meets the necessary standards for delivering an excellent CX. This includes verifying ISP, home network, and system configurations to maintain optimal performance.
In addition, the company facilitates seamless communication across channels, ensuring reliable and efficient interactions with customers. Whether it's voice, digital, SMS, AI chatbots, video, or WebRTC, Cyara's solutions ensure consistent and exceptional customer experiences across all touchpoints.
In other news, Cyara has announced the integration of OpenAI's powerful GPT-3 technology, setting the stage for the rapid generation of training and testing data for Cyara Botium, the all-in-one solution for comprehensive and automated testing and assurance of chatbots and conversational AI in the CX domain.
