Cyara announced a partnership
with Twilio that addresses contact
centers' need to quickly migrate operations to the cloud while not only
maintaining but improving the quality of the customer experience (CX). Cyara
joins the coveted ranks of Twilio's partner ecosystem as a leading CX assurance
platform and will provide innovative capabilities to customer service teams
around the globe.
Cyara's new integration with
Twilio Flex is the first of its kind to simulate Twilio Flex agent actions for
the purpose of testing and will support Twilio Flex customers by automating
time-consuming manual tasks and enabling faster cloud migrations. Through the
partnership, Cyara brings the following benefits to Twilio customers:
- Accelerated
contact center cloud migrations resulting in increased speed to market by
70%, while reducing testing time by 80% and increasing test coverage by
800%
- Automated
discovery and documentation of existing interactive voice response (IVR)
applications
- Automated
functional, regression, and load testing as well as automated CX
monitoring, for interactive voice response (IVR), outbound dialing, and
agent routing and data passing, applications built on Twilio products
"Twilio is a leader in the space and they've continued to
gain more momentum as companies turn to them to transform their digital
communications at accelerated rates in order to address current business
challenges," said James Isaacs, President of Cyara. "We're proud to support Twilio
and their customers in delivering enhanced customer experiences made possible
by the digital age."
Cyara simulates real-world customer interactions and
engages with the Twilio and Twilio Flex contact center voice and digital
applications to ensure they are performing as designed. Cyara takes an
outside-in approach to contact center testing by emulating customer and agent
actions to replicate defined customer flows. Cyara ensures that all the systems
involved in a customer journey, such as routing, data passing, IVR, or outbound
dialing, work holistically without issues in voice quality, connections,
prompts or latency. Every test call placed by Cyara is intelligent and
documents test results automatically to provide real-time insights into
performance and any potential issues that could impact CX. These functions enable customers to receive the highest
level of experience.
"Twilio is thrilled to welcome Cyara to Build, the Twilio partner program, as a trusted ecosystem partner," said Elliot Goldwater, director of
technology partnerships at Twilio. "With Twilio, Cyara's automated CX assurance
platform and testing capabilities deliver confidence, so that Twilio Flex users
can deploy call center systems more quickly, while ensuring the highest quality
of customer experience."
Cyara's automated testing
integration with Twilio Flex is currently available through Cyara's suite of
test automation solutions.