SpeechStorm and Cyara Collaborate on
Customer Experience Testing
‘S-Connect for Cyara’ ensures IVR systems deliver optimum customer experience
Belfast and San Francisco, 24th June 2014 - Leader in mobile and voice customer
service, SpeechStorm (www.speechstorm.com), has collaborated with automated
customer experience testing software provider, Cyara (www.cyara.com), to develop ‘SConnect for Cyara’. The new product leverages the power and capabilities of both
SpeechStorm’s and Cyara’s respective platforms to generate customer experience test
cases for Interactive Voice Response (IVR) call flows directly from SpeechStorm calls.
Companies using the combined solution will rapidly build touchtone and speech-enabled IVR
capabilities in SpeechStorm’s environment then simply and quickly generate a complete set
of test cases to automate the entire testing lifecycle of the final customer experience, using
the Cyara platform.
IVR test cases generated by S-Connect for Cyara precisely mimic the behavior of real
callers, can be generated quickly and easily, and imported directly into the Cyara platform for
use in performance testing, load testing and on-going production monitoring. By
dramatically reducing the human effort required to produce test cases and eliminating the
risk of human error, S-Connect for Cyara allows organizations to efficiently validate a much
wider range of customer calling scenarios.
For customer service organizations, automated testing is essential in ensuring that
supporting systems are functioning to deliver the desired caller experience. It ensures that
those systems can cope with high customer demand and peak call loads, and that callers
who require assistance are delivered to the correct advisor groups, whether navigating with
speech or key presses.
“You wouldn’t buy a new car without taking it for a test drive first,” said Oliver Lennon, CEO
of SpeechStorm. “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. And that’s exactly how
organizations can use S-Connect for Cyara – leveraging the power of an automated testing
platform to mimic real customer call scenarios and ensure the right experience is being
delivered.”
Using traditional methods, creating customer experience test cases is a laborious and
tedious task. With S-Connect for Cyara, however, test case creation is quick, simple and
intuitive, delivering an end-to-end test of customer experience from the telephony network
right through to the adviser’s desktop. Whenever a change is planned for the IVR, a new test
case can be generated immediately, simply by placing a test call to the SpeechStorm
platform and capturing the new interaction. (See notes for editors).
“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. “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. We are proud to
partner with innovative companies like SpeechStorm. This is really clever stuff and I know
our customers will love it.”
(continued…)
Oliver Lennon concluded, “Working together with Cyara on S-Connect has been exciting and
thoroughly enjoyable.
We have a growing list of common customers who have
independently selected our technologies, and some of those were involved with us in the
development of this important test-case-generation product. We are driven to always bring
greater value to our customers and S-Connect for Cyara is an example of this innovation.
We believe it holds tremendous value for all companies striving to deliver a differentiated
caller experience.”
-endsNotes for editors
IVR Testing and S-Connect for Cyara
Using traditional methods, creating customer experience test cases is a laborious and tedious task,
involving the detailed mapping of each step in the call flow, noting each message and menu option
played to the caller and the selections required to navigate the system. These are then input in a
specific format to create a call script for the automated test tool to follow. All of which is both timeconsuming and error prone, with significant re-work required when even the smallest change is made
to the system.
With S-Connect for Cyara, test case creation is quick, simple and intuitive. To create a new test case,
the user simply has to place a call to the SpeechStorm platform and interact with the system as a
customer would. The SpeechStorm platform captures the ‘conversation’ between the system and the
caller so that it can be viewed on-screen and, with a couple of mouse-clicks, converted into the
precise format for import to the Cyara test tool. Tens, or hundreds, of different test cases can be
generated in just the time it takes to make that number of calls to the platform.
Once imported to Cyara, the test cases can be run directly, or combined with other elements, to
create an end-to-end test of the customer experience from the telephony network right through to the
adviser’s desktop.
Whenever a change is planned for the IVR, a new test case can be generated immediately simply by
placing a test call to the SpeechStorm platform and capturing the new interaction. This is particularly
important for more advanced IVR solutions, which use information about the customer, context of
his/her call and the capacity of the contact center to deliver a personalized and dynamic caller
experience, and ensures automated test plans are always up to date
About SpeechStorm – www.speechstorm.com
SpeechStorm® helps organizations of all sizes make everyday tasks easier for their customers. We
provide pre-built IVR, speech self-service and mobile apps that reduce waiting times for customers
and reduce call handling times in the contact center. Our solutions are quick to implement and easy to
manage, putting the business in control of the customer experience.
About Cyara – www.cyara.com
Cyara is the leading provider of automated customer experience testing software for organizations
around the world. The Cyara platform allows contact centers and online channels to rapidly and
continually optimize the customer experience while cutting the risk of exposing customers to a poor
experience. Every day, millions of flawless customer interactions are delivered by organizations
utilizing the Cyara platform.
For more information, please contact:
Damian Kelly,
VP Product,
SpeechStorm Limited,
Elmwood Exchange,
90, Lisburn Road, Belfast.
BT9 6AG
Tel: +44 28 9094 3100
E: d.kelly@speechstorm.com
For SpeechStorm media enquiries, please
contact:
Tim Guest,
Managing Partner,
ATROPOS Communications
Tel: +44 (0)7956 257069
E: tim.guest@atropospr.com
For Cyara media and analyst enquiries,
please contact:
Amy Fisher,
Sr. Director,
PadillaCRT for Cyara
Tel: +1-612-455-1773
E: amy.fisher@padillacrt.com