Omni-Channel Customer Engagement Article

Customers of today demand exceptional customer service on the channel of their choosing. From self service Web portals and IVR systems to SMS, social media and the telephone providing a satisfying and resolute omni-channel experience can pose a challenge. While deploying an omni-channel solution is an exciting endeavor, it has to provide the level of support and service expected. Here to help ease the omni-channel transition is Cyara (News - Alert), named a ‘Cool Vendor’ in CRM customer service and support for 2015 by Gartner, the company provides comprehensive automated customer experience testing and monitoring for the contact center.

Cyara CEO Alok Kulkarni (News - Alert) sat down with TMC to discuss the omni-channel, cloud and customer service at Editor’s Day Silicon Valley. Kulkarni explained the omni-channel sandbox is filled with players, but none taking a “top-down” approach like Cyara.

“Existing players were network management systems,” Kulkarni noted. By taking a “top-down”, user-first approach ease of use is kept front of mind and the user experience takes priority. Cyara’s software platform accelerates the delivery of omni-channel by testing and monitoring voice and digital channels, from self-service to contact center the end-to-end solution ensures all systems are go.

The platform tests random calls, makes thousands of test calls and is able to measure customer experience in several areas. By using a simple script one can begin measuring its deployment’s effectiveness.

An agile API means organizations can move faster to innovate and create flawless customer experiences, saving money and improving the customer satisfaction in the process. And, Cyara is leveraging innovation in cloud, virtualization and the move to IP to create a multimedia ecosystem with so many points of integrations.

Once deployed, the platform is managed via the enterprise, and can be implemented via the cloud or on premises. Kulkarni stated that in the past few years the market for these solutions is expanding, and this startup is experiencing the spoils. Whether its adding new digital channels or ensuring seamless and high performing channels are in place, Cyara is ushering in the enterprise’s omni-channel future.

Companies large and small grapple with how to handle the customer service issue, like an athlete honing their skills when the bright lights of primetime shine it is time to perform. The customer experience leaves an impression, and in today’s always-on, always plugged in omni-channel world it is vital to cover one’s bases. As Kulkarni exclaimed, “we accelerate delivery of flawless customer experiences across digital channels.”

What are you waiting for?