Cyara Wins CentraCX, Adds Voice of the Customer (VOC) to Customer Experience Transformation Methods

Cyara, the AI-powered customer experience (CX) transformation platform provider, today announced its acquisition of CentraCX , a complete voice solution for the SaaS-based client (VOC) solution, designed specifically for the contact center. This acquisition adds advanced VOC and customer feedback capabilities to Cyara’s product portfolio, strengthening the company’s unique position in the CX transformation market as the first to offer this combination of CX assurance and customer feedback.

The acquisition of CentraCX complements Cyara’s existing capabilities, bringing valuable insights that enlighten companies on how to design CX strategies that truly resonate with their target customers. By combining Cyara’s CX assurance expertise with CentraCX’s ability to inform CX design with real customer feedback, organizations can continuously transform their CX initiatives and drive customer satisfaction and loyalty. .

“Today, with rapidly changing technology and ever-increasing customer expectations, delivering great CX means constantly transforming. It requires the ability to design great CX and deliver it with speed and quality,” said Alok Kulkarni, CEO and Co-Founder of Cyara. “With the acquisition of CentraCX, we are able to offer an AI-powered CX transformation platform that informs CX design with customer insights and feedback and enables these designs to be delivered with speed and quality through automated testing and monitoring.

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CentraCX is specifically designed to meet the needs of enterprise contact centers, and is integrated with Genesys Cloud CX. It is able to analyze feedback along different organizational lines, resulting in tailored results that respond to different types and levels of stakeholders and empower frontline managers to use feedback. data to effectively manage their teams. CentraCX may capture and collect data from various channels for analytics and insights, including voice, SMS, web, and email.

CentraCX is distinguished by Tribal Analytics, a technological process that puts the customer’s opinion at the center of decision-making and continuous improvement of the company. Tribal Analytics combines customer feedback with the agent perspective, creating a closed-loop feedback system that provides an end-to-end process for driving real change. In addition to identifying actionable insights, Tribal Analytics provides a framework to support a comprehensive program of continuous improvement.

Cyara’s latest acquisition is part of an innovation strategy to enable organizations to continuously transform and improve their CX by leveraging insights, automation and AI. With this acquisition, Cyara now offers unparalleled expertise and capabilities to drive improvements in an organization’s CX such as:

• Journey Optimization: Gain valuable insights on how to improve CX design by leveraging customer feedback.
• Continuous CX Transformation: Drive continuous CX improvements with speed and quality by automating testing within an Agile/DevOps framework.
• Improving Chatbots and Conversational AI Systems: Access our Large Language Model (LLM) to accelerate training and leverage AI-powered automated testing, including natural language processing performance.
• Improved robustness of contact center performance: Ensure contact center platforms can handle high-stress situations and enable customers to reach you globally. Additionally, AI-based performance insights can be provided.
• Remote and home agent monitoring: Monitor network data to ensure service provider, home network, and system configurations meet standards for delivering excellent CX.
• Seamless communication across channels: Ensure reliable and efficient communication across all channels, including voice, digital, SMS, AI chatbots, video, and WebRTC.

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