Dedicated in-country investment extends Cyara’s footprint in Canada and provides additional resources for Canadian customers
“Canada is a significant market that deserves dedicated investment,” said Bill Aston, General Manager and Vice President for Cyara. Aston points to recent studies that have shown Canadians are less likely to complain about poor customer service. This makes it even harder for Canadian companies to know what is working and what isn’t. Canadian consumers will just “quietly leave” instead of raising a fuss. This means that Canadian companies are “quietly losing” customers to competitors that offer better customer service.
“Cyara has a track record of accelerating customer experience improvement and doing so at a lower cost and with a greater level of predictability,” Aston said. Research shows that customer experience is THE game changer for many industries, including banking and financial services that are struggling to differentiate themselves. “We have added in-country Account Support, Professional Services and Engineering staff and have rounded out the investment now with a POP and datacenter in Canada. Cyara has several blue chip customers in Canada that will benefit from this new capability, and we look forward to expanding those relationships and adding many new ones in the very near future,” he added.
“A POP enables us to generate phone calls for testing locally within Canada, which provides better quality than is possible by going across international borders,” said Yogendra Segar, Manager, Cloud Operations for Cyara. The new POP gives Cyara multiple POPs in every region of the world. Cyara is able to emulate traffic patterns on a global basis in multiple languages, truly simulating real customer traffic.
Cyara tests the customer experience for many of the largest, most complex contact centers around the globe helping some of the most widely recognized companies in the world protect their brand reputation. Cyara does this by placing simulated phone calls, emails and chat interactions into a customer’s environment, where they appear to be “live” customer interactions. Agents are simulated as well and add to the breadth and depth of the testing process. By increasing the volume and or complexity of these transactions, Cyara can test the performance of the customer’s environment under load conditions and can monitor to identify other issues that could negatively impact the customer experience.
As the global, market‐leading provider of an omnichannel customer experience testing and monitoring platform, Cyara was named a Gartner Cool Vendor in CRM Customer Service and Customer Support in 2015. Cyara accelerates the delivery of flawless customer experiences for voice and digital channels at scale while reducing the risk of customer‐facing defects. Every day, millions of flawless customer interactions are delivered by some of the most recognizable brands in the world that use the Cyara Platform. For more information, please visit www.cyara.com (http://cyara.com/ ).
original post by https://www.prlog.org/12567346-cyara-ups-the-ante-in-canada-announces-team-expansion-and-new-datacenter-and-pop-to-serve-the-can.html at Telecom – Latest News