Call Recording Featured Article

The idea of improving the customer experience has become a popular topic in recent years. But doing that is more difficult and time consuming than it sounds. And even if you have a great idea, it can be tough to execute it.

CYARA exists to help organizations accelerate their customer experience innovation, says Bill Aston, general manager and vice president of the Americas, who met with me the other day at TMC (News - Alert) Editors’ Week. Bank of America is among the companies that have tapped CYARA for such engagements.

The company does that by helping its customers design; build; and do integration, load, regression, and user acceptance testing on customer service capabilities. As a result, Aston says, CYARA can help organizations accelerate the process of implementing new customer care solutions by 40 percent and avoid downtime on those solutions.

The load testing involves CYARA documenting customer experience use cases so it can simulate common customer behaviors and see what the organization can handle in terms of those communications. Latency, sound quality, and data accuracy are among the things CYARA is measuring.

CYARA can test IVRs to make sure they are responding, have the correct automated scripts, and are triggering screen pops of customer information to the appropriate agents and in a timely manner when calls are moved to personnel.

Recently CYARA rolled out a test call recording solution. It works to ensure the recording system is capturing all parts of a conversation – and clearly, even when a call is transferred. It also makes sure those recordings are accessible after the fact so organizations aren’t fumbling around to locate them in the event of an audit.

And CYARA is working on developing high-value personas so its customers can ensure those individuals receive top-drawer customer service.

When it comes to customer experience, it’s hard to know what you’re delivering because customers may not tell you, notes Aston, and those customers who have bad experiences may simply leave your business or be dissatisfied without letting you know. CYARA provides the tools so you can assess the customer experience yourself, in an automated way, and with an approach that can prevent dissatisfaction before it happens.