With customer expectations ever increasing, brands must differentiate themselves through great customer experiences. Cyara continues to lead the industry in CX assurance innovation.
REDWOOD CITY, Calif. (PRWEB) August 07, 2018
Cyara, provider of the leading customer experience (CX) assurance platform, closed its 2018 fiscal year ending June 30 with 73-percent growth in new SaaS bookings and customer retention exceeding 97 percent. The continued growth in sales revenues was fueled by both new contracts and renewals with brands that include 1300 FLOWERS, 7.ai, GoDaddy, HomeServe, and Nelnet.
“With customer expectations ever increasing, brands are differentiating themselves with great customer experiences,” said Alok Kulkarni, CEO and co-founder of Cyara. “We are partnering with many CX leaders across industries who are looking to drive digital transformation, adopt Agile and DevOps methodologies, and implement automation technology to help them win in this Experience Economy.”
During the financial year that closed in June 2018, Cyara added several seven-figure annual contracts to its customer roster. Increased customer demand has been driven by growth in the technology, travel, and retail sectors, as well as a continued strength in the financial services, telecom, and insurance markets.
CX deployment trends
The mega trends of digital transformation and lean practices have motivated enterprises to apply successful Agile and DevOps methodologies to the front-line of customer service, where Cyara’s automated testing platform supports these initiatives. At the same time, Cyara’s SaaS business eclipsed on-premise installations as customers opted for the flexibility and cost savings of cloud technologies.
As top brands automate the CX design and testing process to implement real-time detection of CX issues, usage of Cyara’s platform rose dramatically: Cyara generated 3.5 billion seconds of synthetic traffic via its cloud platform over the course of the year. Cyara experienced increased demand from APAC-based call centers, and from customers requiring high-volume load testing as high as 20,000 concurrent calls.
Over the course of the year, Cyara made significant updates to its product portfolio and launched Cyara Velocity, which was built to accelerate development and enable adoption of DevOps methodologies. Recent enhancements focused on expanded monitoring and incident management via dashboards that highlight quality issues in both voice and digital channels, along with automated troubleshooting. Cyara also expanded in-country dialing to include more than 65 countries, enhanced call and voice-quality testing capabilities, and added broader language support for transcription services used in its IVR Discovery and Expect-to-Hear fields.
The company hosted its inaugural conference, where CX leaders from companies such as Macy’s, Anthem, eBay, Capital Group, Genesys, and Airbnb convened to discuss trends in CX testing and development. Sessions covered Agile and DevOps transformation, effective test strategies, and CX innovation strategies.
Cyara signed agreements with new channel partners including Servion, DecisivEdge, High Availability, ContactScope, City Communications, and AGC Networks (North America); Exceed Global (Australia/New Zealand); and infinIT.cx GmbH (EMEA).
Cyara anticipates continued growth in the upcoming fiscal year, with plans to grow headcount by approximately 20 percent across technical, sales, and marketing roles globally; product enhancements to advance CX innovation across all channels; and a focus on identifying high-impact business CX issues. To learn more about job openings at Cyara, visit our careers page.
The Cyara CX Assurance Platform
The award-winning Cyara CX Assurance Platform helps companies accelerate CX development, increase quality across all digital and voice channels, and assure the quality of customer journeys end-to-end. Cyara Velocity’s automation and collaborative environment helps organizations rapidly innovate their CX. Cyara Cruncher then puts CX systems through extensive performance and load-testing, ensuring systems work at scale. Finally, Cyara Pulse delivers real-time CX insights via desktop or mobile phone, enabling customers to identify any issues and troubleshoot problems. Cyara’s customers include leading brands across a variety of consumer and business segments including technology, insurance, finance, travel, and retail.
As the world’s leading CX Assurance platform provider, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit http://www.cyara.com.