Cyara, provider of the leading Automated Customer Experience (CX) Assurance Platform, proved the success of its innovative approach to contact center test automation strategies and CX assurance by closing its 2020 fiscal year with 41% year-over-year SaaS bookings growth, an 40% increase in year-over-year renewal bookings, and with 95% customer retention. This is a testament to Cyara’s innovative approach to contact center strategies and CX assurance, which led to significant new customer acquisitions across healthcare, financial, and energy and utilities industries even with the disruptions that occurred this year.
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Cyara is also investing in its customer success and supporting the company’s continued growth by appointing a new head of customer experience. The new position has been filled by Dennis Reno. In his role, Reno is responsible for post-sales activities with customers, the Customer Success, Professional Services, and Support Teams within Cyara. Reno brings over 30 years of experience directing client engagement, technical support, and customer success organizations, and has held executive positions at OneLogin, Proofpoint, Oracle, BEA Systems, Microsoft and Continental Airlines. Reno has a very successful track record building and leading teams who delight customers, accelerate time to value and build strategic customer relationships that lead to high customer satisfaction and maximize retention of SaaS clients.
“This turbulent year reshaped the way that companies do business,” said Alok Kulkarni, CEO and co-founder of Cyara. “In the face of the global pandemic and related economic events, we have seen an amazing commitment to CX innovation from our customers. We are proud to support their CX ambitions by continuing to improve our Automated CX Assurance Platform and team to ensure the highest level of customer experience possible.”
Fueled by several updates to the Automated CX Assurance platform, in 2020 Cyara enabled contact centers to not only survive, but thrive in the face of the ongoing COVID-19 pandemic when work-from-home mandates forced contact centers to enable remote and at-home agent operations.
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Significant updates include:
- Support for testing agent routing and data passing for cloud-based contact centers, including Amazon Connect, Genesys Cloud, and Twilio Flex, as well as the non-cloud-based Genesys Engage.
- Introduction of fine-grain user roles to improve security and management of user privileges, providing a much higher degree of precision in the capabilities of different classes of users – from QA analysts, to QA engineers, to developers and business analysts.
- Automatic transcription of failed/satisfactory test case results, which saves users time required to listen to recordings. Users can now quickly scan a transcript, visually identify where a failure happened and what the issue may be, enabiling them to diagnose problems 5X faster, and ultimately resolve issues and defects more efficiently.
- Launch of Cyara Assistant to provide in-product help aimed at speeding onboarding, and getting new customers productive, especially for customers using Cyara to accelerate a migration to a cloud contact center. The Cyara Assistant walks new users through the necessary steps to discover their existing IVR, as well as how to create and execute test cases.
In 2020, Cyara also successfully launched the brand-new Cyara Global Partner Program to build a robust, strategic ecosystem of partners that share a common vision of improving customer experiences and the future of CX. New Cyara partnerships announced in 2020 include: Accenture, Avtex, Carousel, CGI, Contact Scope, PTP, Symbee, Voice Foundry, AGC Networks, CX in Motion, Miratech, and Twilio.
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