Contact Centre Monitoring

Customer Experience is Critical

Your customer’s experience with your IVR or Contact Centre is a critical aspect of your company/organisation's brand perception. Contact Centres are a major channel for generating revenue, building relationships and brand equity with your customers. Every CXO and Contact Centre professional is passionate about what their customer experience has been with his/her company.

Negative Experiences can be Disastrous

Negative customer experiences can be disastrous for the organisation not only in terms of lost revenue and increased costs but the erosion of hard earned brand equity. 80% of customers have left a company due to a poor customer experience.

Cyara Pulse Monitors Your Customer Experience

Cyara has developed breakthrough technology (Pulse) which allows you to measure, hear and benchmark your customer experience without requiring any technical expertise from any device with a web browser. View and hear your caller experience from the palm of your hand or your laptop with Cyara’s Customer Experience Dashboard. You can even set email and SMS alerts which get triggered to notify of any issues or performance degradation with your customer’s experience.

Be The First To Know

Be the first one to know of any issues in your contact centre before some of your customers decide to complain about after the event. By that time it might already too late you could have suffered huge revenue losses and your contact centre agents would have had to bear the brunt of irate customers.

Your Existing Systems Can't Measure Real-Time Customer Experience

Your contact centre might already have a fully redundant highly available environment with monitoring tools in place. However, those tools don’t measure and record the customer experience. E.g. Your marketing group just ran a promotion which doubled the inbound call volume and overloaded your database or backend system. You might be alerted that the database is running slow but unless you have Pulse you won’t know the impact of the database activity on your customer's experience. Only Cyara Pulse will alert you to the fact that your platinum band customers waited for over 10 seconds to hear their account balance or that they couldn’t get authenticated due to a database timeout.

Cyara Pulse is Easy-to-use

Cyara Pulse is designed for business users and technical staff but doesn’t need any technical knowledge to drive the solution as demonstrated by our customers.

Easy To Deploy

Cyara Pulse is available in Software-as-a-Service (SaaS) more. Use our pay-per-use model and get going in a day as there is no integration required to your environment and no hardware/software needs to be purchased or deployed.

For more information about Cyara Pulse click here
or contact us today for an obligation free demo and trial: sales@cyarasolutions.com