Cyara has announced its acquisition of CentraCX, which will add advanced Voice of the Customer (VoC) capabilities to the company’s portfolio.
CentraCX is a SaaS-based VoC solution that is specifically designed for contact centers and integrated with Genesys Cloud CX.
Describing itself as a "leading AI-led Customer Experience (CX) Transformation Platform provider", Cyara says the new customer insights will help to enhance customer satisfaction, agent engagement, and brand reputation.
Moreover, the added capabilities make Cyara the first tech provider to offer a combination of customer feedback and CX assurance solutions.
Alok Kulkarni, CEO and Co-founder of Cyara, said: "Today, with rapidly changing technology and ever-increasing customer expectations, delivering a great CX means continuously transforming.
"This requires the ability to both design a great CX and to deliver it with speed and quality.
With the acquisition of CentraCX, we are uniquely able to offer an AI-enabled CX transformation platform that informs CX design with customer insights and feedback and enables delivery of those designs with speed and quality through automated testing and monitoring.”
CentraCX’s insights provide direction for company CX strategies. By combining it with Cyara’s CX assurance expertise, businesses harness new data to improve CX initiatives and customer satisfaction.
The newly acquired solution can analyze feedback, allowing for results tailored to the needs of different organizations and stakeholders across the business, enabling managers to use the data to manage their teams more effectively.
Indeed, CentraCX collects data from various channels, including SMS, voice, email, and web.
Tribal Analytics sets CentraCX apart through its ability to put customer opinion at the heart of decision-making. It combines customer feedback with the agent’s view, creating a system that results in tangible change.
Furthermore, it adds a framework supporting a program of continual improvement, according to Cyara.