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July 2017

Hi  ,

In this issue of our CX Innovation Newsletter, find out what a survey of contact center managers around the world disclosed about customer satisfaction across various channels. We are also introducing our Domain Consulting team, announcing the launch of the Cyara call recording platform, and more.

Infographic: What Are the Operational Customer Experience Issues in your Organization?

Frost_Infographic_screenshot.pngHow do your customers get in touch with you? Is it through your contact center, via email, via mobile apps, or through another channel? And which of these channels offer the highest and lowest customer satisfaction?

Last year, Cyara partnered with market research firm Frost & Sullivan to conduct a survey analyzing Operational Customer eXperience (OCX) in contact centers around the world. The report highlighted a number of interesting data points and challenges across the companies surveyed...(read more).

Ensure Your Call Recording Systems Are Compliant 

NICEOpenCertifiedLogo.pngThe new Cyara Recording Validation (CRV) ensures you are the first to know of any issues with your NICE call recording system and can identify recording quality issues before they impact your business. Cyara is proud to be the first NICE Open partner to certify a developed solution though NICE labs. 

CRV extends Cyara’s Pulse monitoring system to test your NICE call recording system end-to-end from the outside-in, providing assurance that it records what it is supposed to record, and that the recordings are complete, correct, and available when needed. There is no better assurance that your NICE recording system is ready for deployment to production than by testing it with CRV beforehand.

Learn More About CRV for NICE

Read the announcement here.

Webinar: What Your Customers Wish You Knew About Measuring CX

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Kelly Zunker _Headshot Circle.png
Darla Tucker, Director, Customer Solutions, Convergys

Kelly Zunker, Senior Strategic Accounts Director, Cyara

Last month, Convergys and Cyara held a joint webinar to talk about the best way to measure CX. Did you know that there is a delivery gap where 80% of companies think they are delivering superior CX, but only 8% of customers agree?

Today's digital landscape has disrupted consumer behavior, driving customer experience (CX) as the most important factor impacting customer retention. However, CX is only meaningful if it is measured correctly, as we discussed in the webinar. 

Listen On-Demand Now

Are Calls Getting to the Right Agent in Your Contact Center?

Read about how Cyara helped a long-time customer in the insurance industry, which was facing the challenge of ensuring that the calls placed to their complex, geographically distributed contact centers were being routed to the right agent in the right state...(read more here).

A Proven Testing Strategy for Running Campaigns

Learn about the best testing strategies for running campaigns from a Cyara Solutions Engineer who has worked with many Cyara customers on improving the customer experience they deliver...(read more here).

Introducing Cyara Domain Consulting

Amy Hudson | Global Head, Domain Consulting

Amy_Hudson.jpgCyara has launched a new team to help our strategic customers achieve Operational Customer Experience (OCX) excellence. The Domain Consulting (DC) team leverages 10+ years of global experience and best practices to help our customers build highly efficient CX Delivery and Monitoring capabilities. Based on an assessment of your processes, technology, and organization, the team delivers value-focused roadmaps tailored to each customer's specific goals and challenges. The plans include immediate term tactical recommendations as a part of a longer term strategy to reach sustainable and efficient CX Delivery and Monitoring.

The DC team has had early successes with customers who greatly value the engagement output/process and are now on a path to excellence. In upcoming CX Innovation Newsletters, DC will share some of the learnings, industry trends, and challenges we see across our customer base. One of the many benefits of the DC team is to share this knowledge broadly and enable our customers to be successful in as many ways as possible. Look forward to success stories, deep dives into consistent challenges and trends, and much more!

To learn more about how Domain Consulting can help you, get in touch with your account executive.

We'll See You Soon at These Events 

Genesys G-Summit, Melbourne, 7-8 August, 2017 
Cyara is proud to be a gold sponsor and exhibitor at G-Summit in Melbourne, 7-8 August. Come and visit our booth to learn more about how the world's #1 CX Assurance Platform can help you deliver flawless digital and voice experiences at scale. Click here for more information.

Call Centre & Customer Services Summit, Manchester, 18-19 September, 2017
Cyara is a gold sponsor at this two-day event in Manchester. It will be a great networking opportunity — click here for more information. 


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