Cyara Platform

The Cyara Platform

The Cyara Platform is a software-based solution that provides a complete end-to-end automated testing solution for IVR and Contact Centres. The Cyara solution suite is designed to test the IVR and Contact Centre through its initial deployment, subsequent modifications and fine-tuning and ongoing operations in production.

Common Call Flows, Agent Behaviours, Reporting and Administration
The platform is the base module of the Cyara Solution suite, which provides a common customer call flow and agent behaviour repository, reporting and administration capability across all the Cyara modules. It sports an easy-to-use web-based graphical interface.

SaaS or Premise Deployment Models
The Cyara Platform is fully multi-tenanted and can be deployed in Software-as-a-Service mode or as an on-premise solution on industry standard hardware and software.

Flexible Modular Approach
The Cyara Platform comprises of 4 main modules Cruncher, Replay, Pulse and the Contact Centre Module (CCM). It also has integrations to third party applications such as HP Quality Centre, Quick Test Professional and Genesys to leverage your existing investment and provide an end-to-end testing and simulation solution.

Cruncher – Intelligent IVR & Contact Centre Load Testing

The Cruncher module performs the load testing function in the Cyara Suite. Run Cruncher campaigns to launch controlled avalanche calls into your Contact Centre using the test cases (customer call scenarios) configured in Cyara to load test your IVR, Voice Biometrics Authentication, Speech Applications, Voice Call Back system, Contact Centre and associated infrastructure to ensure exemplary performance under load, stress, soak, business-as-usual and disaster recovery situations.

Cruncher configured in ‘Inbound’ mode serves a calling list for outbound dialers to place calls into to ensure they are answered within the mandated legislation tune predictive dialers by emulating answering machines, fax machines and customers with various accents and behaviours.

Replay – IVR and Speech Application Testing, Functional Testing

The Replay module performs application testing and functional testing of the applications for your IVR, Speech, Biometrics, Voice Callback system. Replay tests your applications and any changes to them to ensure any modifications made to your applications do not negatively impact other unchanged parts of the system/applications. Test each and every call flow. Make sure the application call flows and prompt match the specifications and requirements.

Pulse – Automated IVR & Contact Centre monitoring

Pulse continuously monitors the end-to-end availability and performance of your IVR and your contact centre from a customer's perspective. Pulse’s ‘outside in’ hands-off monitoring approach ensures you can hear and benchmark your customer’s calling experience into your contact centre without requiring any integration to your call centre. Should any issues arise you’ll always be the first to know with Pulse’s automated email/SMS alerts.

Contact Centre Module (CCM) – Agent Automation, Contact Centre Simulation & Testing

The Contact Centre Module completes Cyara’s end-to-end contact centre testing capability by automating the agent functionality. CCM provides an online interface to configure and control thousands of agents to enable them to automatically login/logout, answer calls, put them on hold, transfer them etc. This module enables you to ensure your calls are being delivered to the right agents, correct data is attached to the call and perform end-to-end contact centre testing.