Cyara and Swisscom, Investing in the Future of Customer Experience Monitoring

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Cyara announced that they are working with Swisscom and CX-Innovation to develop a comprehensive platform to monitor and ensure the quality of the customer experience for their customers.

Since we are using Cyara our project times reduced, we save more than 20 to 30% of testing time,“ says Karl Gschwend Head of ICT and Contact Center, Swisscom.

Cyara announced that along with their expert partner, CX-Innovations, they are working with Swisscom, Switzerland’s largest telecommunications and information services company, on a project that:

  • Invests in the future of customer experience by implementing proactive monitoring
  • Significantly reduces the go-to-market time for existing and new services

Swisscom provides a comprehensive range of fixed line, mobile, broadband, internet, and pay TV services. With 28 call centers and up to 4,400 agents, Swisscom delivers all kinds of services in four languages to their customers. Their contact center platform is easily one of the most complex in Europe.

Swisscom regards their Contact Center Environment as a ‘living’ system and recognizes the need to provide new and different services to Swisscom customers on a regular basis. With proactive monitoring, Swisscom will be able to identify issues before they become customer-facing and interrupt service or result in poor customer experiences.

In addition, rethinking the current Contact Center structure reduces costs and leads to more efficiency, which will make significant improvements to the “go-to-market-time” for existing and new service on Swisscom’s customer service platform.

Automated testing is helping Swisscom to achieve continuous delivery of world-class customer experience. “Since we are using Cyara our project times reduced, we save more than 20 to 30% of testing time,“ says Karl Gschwend Head of ICT and Contact Center, Swisscom.

Cyara enabled the solution together with their expert partner, CX-Innovations. “Our ambition is to collaborate with clients like Swisscom to ensure that they are able to always offer the best possible services for their customers, ”said Oliver Metzker, Managing Director, CX-INNOVATIONS Deutschland GmbH.

Cyara and CX-INNOVATIONS are currently working with other clients and are demonstrating their expertise in helping clients obtain high customer satisfaction and significant efficiency improvements.

About Cyara
Cyara is the global market-leading provider of an omni-channel customer experience testing, discovery, and monitoring platform and was named a Gartner Cool Vendor in CRM Customer Service and Customer Support, 2015. Cyara enables its customers to rapidly innovate while dramatically reducing the cost of development and testing and the risk of exposing their customers to poor customer experiences. Every day, millions of flawless customer interactions are delivered by some of the most recognizable brands in the world utilizing the Cyara Platform. For more information, please visit, or connect with Cyara on Linkedin, Twitter and Facebook.

CX-INNOVATIONS is a global provider of innovative and individual product solutions for the contact center environment. We are developing solutions that help our clients to reach the highest customers satisfaction – from fully automated testing to fraud detection. With more than 20 years’ experience, we make a difference for all clients who rely on us. To learn more, please visit us at

About Swisscom
Swisscom, Switzerland’s leading telecoms company and one of its leading IT companies, is headquartered in Ittigen, close to the capital city Berne. Swisscom’s international activities are concentrated mainly in Italy, where its subsidiary Fastweb is one of the biggest broadband providers. Over 21,600 employees generate annual revenue of around CHF 11.6 billion per year. Swisscom is one of the most sustainable companies in Switzerland and Europe.

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Becky Roberts
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