High customer demands and peak call loads shouldn’t be an excuse for a poor customer experience. However, how do organizations ensure that their IVR and speech applications are functioning properly and delivering the end-to-end experience that any customer deserves? SpeechStorm’s S-Connect for Cyara could well be the answer.
In order to ensure that supporting systems are functioning to deliver the desired caller experience, automated testing is essential. This is even more important for organization with a high rate of customer interactions. That's why SpeechStorm and Cyara collaborated to produce S-Connect.
“You wouldn’t buy a new car without taking it for a test drive first,” said Oliver Lennon, CEO of SpeechStorm, adding, “So, when it comes to your caller experience, the best way to make sure it’s performing precisely as you want it, is to call it and find out.”
That’s precisely what S-Connect helps organizations do. It leverages the power and capabilities of the speech-enabled IVR capabilities in SpeechStorm’s environment, and imports generated test cases directly into the Cyara platform for testing.
“Comprehensive, automated, customer experience testing allows organizations to move more rapidly, enabling their service and sales experiences to keep pace with customer expectations and changes in the business,” said Alok Kulkarni, CEO of Cyara.
Organizations can thus quickly generate a complete set of test cases and automate the entire testing lifecycle of the final customer experience. S-Connect for Cyara allows organizations to efficiently validate a much wider range of customer calling scenarios than normally possible.
Traditional testing methods that are being used to create customer experience test cases are not only laborious and tedious but also error-prone. S-Connect apparently overcomes these limitations: it mimics real customer call scenarios , ensures the right experience is delivered and that callers are delivered to the correct advisor groups.
Hence, the collaboration is being regarded as a powerful combination that can help deliver an end-to-end test of customer experience from the telephony network right through to the adviser’s desktop.
“Through our collaboration with SpeechStorm, Cyara customers can innovate even more rapidly toward delivering a dynamic and personalized customer experience, confidently, knowing that they’ve virtually eliminated the risk of customer-impacting issues,” observed Kulkarni.
Lennon observes that SpeechStorm has always been driven to bring greater value to its customers and believes that S-Connect for Cyara holds tremendous value for all companies that are striving to deliver a differentiated caller experience.