SpeechStorm Partners with Cyara for Customer Experience Testing

Mobile and voice customer service solutions provider SpeechStorm has collaborated with automated customer experience testing software provider Cyara to develop S-Connect 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 build touchtone and speech-enabled IVR capabilities in SpeechStorm's environment and then 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 and can be imported directly into the Cyara platform for use in performance testing, load testing, and ongoing production monitoring.

"You wouldn't buy a new car without taking it for a test drive first," said Oliver Lennon, CEO of SpeechStorm, in a statement. "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."

S-Connect for Cyara delivers 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 immediatelyby placing a test call to the SpeechStorm platform and capturing the new interaction.

"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, in a statement. "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."