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Company: Cyara, Redwood City, CA
Nomination Submitted by: 10Fold Communications
Company Description: Cyara provides a customer experience (CX) assurance platform that helps organizations achieve flawless customer experiences through automated testing and monitoring that simulate real world customer interactions across digital and voice channels.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Technical Innovation of the Year - At Organizations With Up to 100 Employees
 Nomination Title: Cyara’s LiveVQ Assures Flawless CX with Real-Time At-Home Agent Monitoring & Diagnostics
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since January 1 2020, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
Delivering flawless Customer Experience (CX) at scale is imperative, but often challenging for enterprises due to complex technology ecosystems, siloed business units, and the increasing number of communications channels. Poor CX leads to loss of customers and delightful CX increases revenue and brand loyalty.
For more than 15 years, the most recognizable brands across the globe have trusted Cyara to deliver customer smiles at scale. Cyara serves more than 250 global brands in healthcare, insurance, financial services, high tech, retail and government, including 3 out of 5 most valuable global brands, of top 5 brands in the world, 4 out of the 5 top rated health insurance companies, 4 out of the 5 top rated car insurance companies, 3 of the top 5 property insurance companies and 3 out of the 5 most valuable tech companies.
Key to Cyara’s success is its continued innovation to support organizations in achieving flawless CX. One innovation is Cyara LiveVQ, a solution created in response to issues that arose as contact center agents went remote during the pandemic. Cyara gives organizations control over technical issues that agents experience, improving the quality of customer experience and helping organizations adapt to the changing contact center environment.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 231 words used.
2022
Cyara secured a growth investment of over $350M to accelerate automated CX assurance adoption, and announced a new partnership with Carahsoft to provide an award-winning customer experience assurance platform to the public sector. Cyara also launched Toll Free Fast Check, which reduces the manual, labor-intensive task of managing and testing toll-free numbers.
2021
Cyara closed the second half of its 2021 fiscal year with 25% growth in SaaS bookings and a 90% customer retention rate. Cyara expanded relationships with Amazon Web Services, as well as new partnerships with Accenture, Capgemini, Cloud Tech Gurus, Cognizant, Infosys, Software One, Splunk and Twilio. Cyara launched Call Explorer, a first-of-its-kind automated record and replay solution for Interactive Voice Response testing. Cyara launched LiveVQ, a leading-edge solution for contact centers with at-home and remote agents that assures quality CX through real-time monitoring and diagnostics of voice quality & connectivity.
2020
Cyara had 41% year-over-year (YoY) SaaS bookings growth, a 40% increase in YoY renewal bookings, and 95% customer retention. Cyara launched Premium Support and Expert Services, two new service offerings that enable Cyara customers to reap more value from its Automated CX Assurance Platform by assisting them in their DevOps, Agile and Automation journeys. Cyara also launched the brand-new Cyara Global Partner Program to build a robust, strategic ecosystem of partners that share a common vision of improving customer experiences and the future of CX.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
During the COVID-19 pandemic, many companies were forced to enable remote employees. Simultaneously, adoption of Cyara’s Automated CX Assurance Platform technology increased due to the criticality of ensuring positive CX to drive business continuity. The pandemic forced many organizations around the globe to accelerate cloud migration timelines to enable remotely executable business functions, including contact center technology. Cyara’s automated testing allows contact center organizations to be confident about the functionality of their new cloud environments.
Today’s modern contact centers are hosted in the cloud and accommodate remote workforces, whether agents are working from home or offshore. Managing technology and assuring voice quality is challenging without power to control factors that impact voice quality and the ability to see what at-home agents are experiencing so technical teams can provide effective and efficient support to resolve issues as they surface.
When agents’ experience poor voice quality or dropped calls, it directly impacts valuable business metrics: average handle time, agent utilization, customer satisfaction, net promoter score, customer churn, and top-line revenue. Businesses need technology to address the challenges of managing remote agents and help them deliver flawless customer experience (CX) from anywhere – and everywhere.
Cyara’s LiveVQ solution empowers brands to deliver flawless CX by enabling real-time monitoring, alerting, diagnostics, and insights that drive faster resolution of voice quality issues that impact the quality of your customers’ experiences. LiveVQ keeps agents productive, provides contact center technical teams with performance visibility, and reduces time and effort IT must dedicate to troubleshooting and root-cause analysis.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 90 words used.
https://cyara.com/news/cyara-secures-growth-investment-of-over-350-million-usd-to-accelerate-automated-cx-assurance-adoption/
https://www.g2.com/products/cyara-platform/reviews
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