Cyara successfully delivers for Australasia's largest outsourcer - Salesforce
February 29, 2008
Carlton, Australia - Cyara Solutions has successfully helped Salesforce deploy and reduce the risk of deploying an industry leading Contact Centre solution for leading Australian low cost carrier.
Kerry Larmer, CTO of Saleforce said "Salesforce (a Salmat company) is Asia Pacific's largest outsourcer and is always at the forefront of leading edge technology to provide best in class solutions to its customers.
A great example of our industry leading solution is for a leading Australian low cost carrie. Salesforce provides the airline with a contact centre solution that spans across two countries including Australia and Malaysia. The IVR is multi-lingual supporting over 4 languages, English, Mandarin, Cantonese and Japanese.
It is built using best of breed IP technology from multiple vendors including Alcatel and Genesys on industry standard hardware with the solution component fabric spanning multiple locations.
In order to provide the airline wiith a best in class solution with minimal risk to its client base, we chose Cyara Solutions as a testing partner. Cyara's innovative technology enabled us to place hundreds of calls remotely into our multi-lingual IVR using the Cruncher solution. The testing highlighted a number of issues which we were then able to raise and rectify with help from our vendors.
A key feature of the Cyara tool is its ability to record all calls which allowed us to gain valuable insight into the customer experience. The Cyara team has been wonderful to work with and we look forward to partnering with them again."
About SalesForceSalesForce Australia is one of Australasia's largest providers of outsourced contact centres and direct sales organisations with more than 2,500 employees engaged in holding over 20 million customer conversations each year.
Using a range of medias, SalesForce provides its customers ranging from small enterprises to top 100 ASX organisations with sales, after sales and customer service solutions. Their diverse client portfolio provides them with experience in a wide range of markets and business environments.
Previously nominated amongst the top ten best employers in Australia in 2001 and 2003, SalesForce was the 2004 winner of the Hewitt Best Employer Survey of Australian businesses sponsored by the Australian Financial Review and the Australian Graduate School of Management.
More information can be found at
www.salesforce.com.auAbout Cyara SolutionsCyara Solutions, a Melbourne based software company, is a pioneer of next generation software based customer experience simulation and testing solutions for IVRs, Speech Self Service Platforms and Contact Centres. Its unique technology enables companies to perform load testing, application testing, quality assurance and validation of its contact centre operations without impacting customer experience whilst using real calls. With Cyara Solutions as a partner companies are always the first to know of any issues with their IVR and Contact Centres.
