Cyara Introduces Version 4.1 of IVR, Contact Center Testing Suite

Cyara recently enhanced its Contact Center Testing suite with performance, usability and reporting capabilities. General availability of version 4.1 of the Cyara Solutions (News - Alert) Suite was announced by the company in early July.

Cyara is one of the premier providers of premises- and cloud-based solutions for testing, monitoring and simulating IVRs, and Contact Center infrastructure.

The company serves to provide customers with substantial savings in both testing time and costs. With the latest release, users will benefit from a greater level of time and cost savings, as well as enhanced control over the testing, monitoring and simulation capabilities for their contact center infrastructure, as well as applications such as IVRs, IP Telephony, SIP deployments, PBXs, reporting, routing, call recording, desktop and CTI (News - Alert).

“Cyara offers a highly collaborative approach to IVR and contact center testing that helps expedite implementation times and drive cost savings for enterprises that handle large volumes of customer interaction,” said Daniel Hong, lead analyst of customer experience and interaction at Ovum (News - Alert). “The performance and usability enhancements in this new release are excellent additions to Cyara’s solution suite and will resonate well with enterprises.”

Highlights of the new version of Cyara Solutions Suite include detailed and step-by-step validation of test case creation in real time, enabling faster creation of test cases; robust support for extensive data-driven test cases, effectively enhancing testing automation and flexibility capabilities; unified reporting which supports running of individual test campaigns, consolidated to provide a unified enterprise view; and an impressive 70-percent increase in port density of the call engine component of Cyara, reducing hardware dependence and costs for premise customers.

Complex IVR and contact center routing applications have to undergo robust testing, which generally involves a 30- to 40-step process. By including Real-Time Validation Progress capability into the testing suite, Cyara now offers users with a progress bar at each step, which makes it easier to identify points of failure.

This in turn allows test creation users greater visibility into script problems early into the validation process.

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