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Cyara and blackchair put customer experience monitoring under the spotlight

By Sara Barker
Mon 3 Oct 2016
FYI, this story is more than a year old

Cyara is taking its customer experience technology to a new level as it partners with contact centre and change management specialist blackchair Limited to refine the customer experience and resolve issues before they impact customers.

The partnership will bring front and back-end delivery in customer experience technologies that will test, measure and remedy customer experience issues.

Cyara will continually monitor customer experience through blackchair’s Spotlight dashboard, which gives an overview into the health of customer experience, the company says.

To do this, the company is offering an Australian-made SaaS platform, which it says will allow companies to test customer service technologies based on reliability and performance.

The company believes that organisations can improve their time to market by 40-70% when using innovations that improve customer experience.

In Australia, Cyara works with the likes of National Australia Bank, Westpac Bank, Telstra, Optus, Google, Sky and the Australian Tax Office.

"For blackchair, Cyara serves as the virtual customer, allowing for convenient testing, automated delivery of performance dashboards and most importantly, the ability to take action on changes that impact performance. Partnerships have been key to the acceleration we've seen in customer adoption in 2016 - companies increasingly recognise the need to perpetually test the customer experience from the customer standpoint,” says Alok Kulkami, Cyara CEO.

Cyara also conducts simulated phonecalls, emails and chat interactions and agents, which the company says is important for an in-depth testing process. The company says it can use load conditions to test customer environment performance and look for other issues that can affect the customer experience.

"Together, blackchair and Cyara will provide business benefit through an enhanced user experience and reporting metrics that provide real time transparency to what the customer is experiencing, not just what the delivering company thinks is happening," said Jason Owen, blackchair CEO.

Both companies believe that testing company experience in large contact centres and enterprises such as Avaya, Cisco, IBM and HP make the companies a strong pairing.

"blackchair and Cyara share similar cultures and commitment to delivering excellence,” Owen concludes.

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