Cyara Solutions Pty Ltd

A system and method for testing interactive voice response (IVR) systems which combines automated test generation with in-country dialing, allowing for use of country codes within that country, dialing of free phone numbers in that country, and IVR testing using the same phone pathways that will be experienced by the customer during a customer's actual calls.

A system and method for bi-directional quality testing of web real-time communications (WebRTC) sessions. In an embodiment, the system and method comprise an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.

A system and method for bi-directional quality testing of web real-time communications (WebRTC) sessions. In an embodiment, the system and method comprise an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.

A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that May represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, assigns synthetic operational scores for each event, generates an overall synthetic operational customer satisfaction score for each synthetic call, suggests a second configuration of the enterprise's customer service infrastructure components which is likely to improve the overall score, and which, in some embodiments, uses machine learning to optimize the configurations and suggest improved configurations.

A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.

A system and method for automated customer response system mapping and duplication comprising a contact center crawler which connects with an existing automated contact center system, generates navigation data for the automated contact center system by sending queries and receiving responses for each available option of the automated contact center system; a data model generator which creates a map of the navigation data in a structured data format; and a CX model generator which generates programmatic code representing the data model which duplicates the function of the automated customer response system.

A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.

A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, assigns synthetic operational scores for each event, generates an overall synthetic operational customer satisfaction score for each synthetic call, suggests a second configuration of the enterprise's customer service infrastructure components which is likely to improve the overall score, and which, in some embodiments, uses machine learning to optimize the configurations and suggest improved configurations.