As cloud migrations continue, bot deployments swell, and digital channels converge, contact center environments are evolving at an almighty pace.
Those service operations that have established a test-learn-optimize-embed philosophy to manage this change are often best placed to handle these transformation projects.
Contact centers that do this particularly well typically lean on CX assurance tools like Cyara.
Indeed, Cyara automates the testing and monitoring of contact center solutions. In doing so, it identifies real-time and prospective issues for contact center teams to address before they snowball into complex challenges that break customer experiences.
An excellent proposition. However, some will scratch their heads and ask; how much time, effort, and – most pressingly – money will Cyara save us?
Cyara commissioned Forrester Consulting, the independent research firm, to find out.
Forrester: Cyara Delivered a 336 Percent ROI
When Forrester Consulting evaluated the Cyara CX Assurance Platform, it assessed the vendor’s myriad of solutions, including Velocity, Pulse, Cruncher, Botium, and ResolveAX.
These solutions combine to test the end-to-end contact center journey, from the IVR or voicebot to the agent desktop – and everything in between (including the integrations).
Altogether, based on a composite organization, Forrester estimates that Cyara’s complete offering delivered a 336 percent ROI, with businesses expected to achieve total payback within six months.
That comes through many quantified and unquantified benefits. The former includes:
- Increased call containment by 10 percent
- Reduced handle times by 15 percent
- Enhanced IVR development and testing by 90 percent
- Accelerated chatbot development by 70 percent
- Recaptured 90 percent of abandoned callers
Dissecting these figures, that 15 percent drop in handle time delivers the most value. Indeed, according to the research, a composite organization experienced benefits of $9.02MN over three years. $7.3MN of that came from shorter customer interactions.
Cyara delivers this by ensuring routing mechanisms capture customer data more accurately so agents have the necessary information to handle conversations more succinctly.
Call containment also drives significant value, ensuring the development of self-service assistance that more efficiently answers customer queries.
Meanwhile, the unquantified benefits included:
- Improved customer sentiment towards brands
- Increased take-up of chatbot and self-service support
- Quicker time to market for new features and updates
- Avoided contact center outages
- Enhanced support for email, SMS, and live chat channels
Much of that sentiment uplift stems from an increase in the quality and reliability of contact center experiences, which enables more favorable customer attitudes toward the organization.