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Great collaboration tool and we used a lot in NLIVR end to end CX Testing
What do you like best about the product?
Service and Tool that helps us run our test automation, whether it is adhoc, lnp and planned
What do you dislike about the product?
I think it would be great if we can use the same tool in other channels such as Chat, Async Chat (digital channels)
What problems is the product solving and how is that benefiting you?
We are continuously providing great customer experience and we have to make sure that we deliver our products on time to compete with the market. Using Cyara it helped us test our voice channel changes on target and reduce our manual testing activities. It basically increased our ROI in terms of testing.
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Flawless Onboarding process, exciting product with clear business case realisation.
What do you like best about the product?
UX is very clean and easy to navigate. Makes training easier and achieving competence attainable for vast majority. The product delivers exactly what stated as part of the sales process and there were no nasty surprises where promises were made and not delivered. The platform feels like a really mature and stable product that is now at the point where its only minor tweaks/enhancements that are happening in the background. As someone with experience in dealing with Telco and other platforms that are still in their infancy this is really refreshing. The onboarding team we're great with both the PM and the trainer great from a personal and professional perspective.
What do you dislike about the product?
Few tweaks to CX models would be useful - cant export the models if you have more than one module which is mildly frustrating. Also as its sometimes easier to do the test cases in test cases rather than CX models its sometimes much easier to go that way - if CX models could be made 10-15% quicker when building the model then would be much more powerful, what we found was that for our bigger more complex IVR's we used test cases to get the job done.
What problems is the product solving and how is that benefiting you?
Post-Upgrade testing of our Telco platform has been revolutionised to give full confidence to the business that the upgrades are not introducing production issues.
Load testing has shown us where there are some gaps/challenges that we're working on with our Teclo provider.
Pulse testing has meant we're in a situation where we can proactively rather than reactively respond to major issues with the IVR's
Load testing has shown us where there are some gaps/challenges that we're working on with our Teclo provider.
Pulse testing has meant we're in a situation where we can proactively rather than reactively respond to major issues with the IVR's
Recommendations to others considering the product:
Have a clear plan for what you expect to use the platform before going in - the onboarding team will then help you to realise as much of this vision as possible from day 1.
Strong product suite aligned to assuring customer experience agenda
What do you like best about the product?
The platform is intuitive and easy to use.
What do you dislike about the product?
The platform didn't appear to have any aspects which can be specifically disliked.
What problems is the product solving and how is that benefiting you?
It is a great platform to ensure that your IVR infrastructure is performing as expected especially during high call volumes triggered by the pandemic. It ensures that issues are identified before the end users are impacted so that the operations and other associated teams can fix the issues proactively ensuring improved customer experience and sustaining brand value.
Cyara review
What do you like best about the product?
The insight that the platform provides should there be any issues in the customer journey through the IVR.
What do you dislike about the product?
Adjusting the PSST can be tricky and fiddly sometimes when creating new test cases or amending existing ones. Would be nice to have a feature that automatically calculates the PSST based on the audio duration of each step.
What problems is the product solving and how is that benefiting you?
Being able to test the customer journeys before deploying them into the Live environment is a big benefit. Automating test calls that otherwise would have been done manually also saves time and it is convenient to monitor through the summary reports and dashboard. Monitoring in general of the live test cases provides great insight if there are any issues on the platform and helps us be proactive.
I have done bit research on different tools for voice automation but I feel Cyara is good
What do you like best about the product?
Its SaaS solution and usability ........
What do you dislike about the product?
Authorization levels on folder level ...
What problems is the product solving and how is that benefiting you?
Language issues and Time for regression testing
Always beneficial
What do you like best about the product?
Multi lingual easy to use, flexible set up possibilities
What do you dislike about the product?
Requires dedicated support team to keep the tool maintained
What problems is the product solving and how is that benefiting you?
Testing of new IVR menu's multi lingual EU environment
Amazing platform backed up by an extraordinary team.
What do you like best about the product?
Powerful tools that are easy to use. Technical and non-technical groups across the organization can use the tools in Cyara with very little training. The team at Cyara is incredibly supportive and always listens to customer concerns or recommendations and acts on them.
What do you dislike about the product?
Call flow mapping can be a challenge due to nuances with how decisions are handled.
What problems is the product solving and how is that benefiting you?
Functionality testing for new implementations, after maintenance work and daily health checks. Being able to run Cyara to do this testing saved our teams hours of manual testing and identify problems before they impacted our business. It helped us move from being reactive to proactive.
Holy Grail
What do you like best about the product?
One Stop Shop for testing needs, Whether your testing is development, quality assurance, user acceptance, performance, monitoring or business design and proof of concept, Cyara has capabilities that can meet your needs.
What do you dislike about the product?
Some of the features are only available on hosted.
What problems is the product solving and how is that benefiting you?
Cyara hybrid with on premise and hosted have helped our company
Recommendations to others considering the product:
Think about how CYARA fits into your existing testing strategy and processes. It has simplicity to fit right in without major changes to your testing process.
Cyara is innovating solutions for Omni-Channel experience automation
What do you like best about the product?
Transcription, Pulse Dashboard, Modules in CX Model
What do you dislike about the product?
DataDriven Management - lesser flexibility in modifying the data values, hard to find data set while mapping in a test case;
Common Test validation error notifications not given prior to validation (few common errors like Multi-Step prompt, tag/value missing, tag format or usage issues are not notified upfront before triggering a test case or a campaign. Only after execution, such test cases gets abruptly stopped and takes additional time to fix those gaps. A notification on these errors while user clicks to validate would make the work better.
Common Test validation error notifications not given prior to validation (few common errors like Multi-Step prompt, tag/value missing, tag format or usage issues are not notified upfront before triggering a test case or a campaign. Only after execution, such test cases gets abruptly stopped and takes additional time to fix those gaps. A notification on these errors while user clicks to validate would make the work better.
What problems is the product solving and how is that benefiting you?
IVR Regression suite validation. Benefit is time saving. And production monitoring/health check of the IVR apps in PROD is one other use case where Cyara is helping.
Recommendations to others considering the product:
Optimization needed in data sets, CX Module, Auto healing of test cases, Prompt Analyzer to point to internal audio files.
Great Testing Tool
What do you like best about the product?
Very powerful with an extensive tool kit available to help you. You can "crawl" an IVR and map the entire Call Flow to confirm your documentation. Ability to build Test Case suites and load your sample data you would like to use to test with. We use extensively for regression testing.
What do you dislike about the product?
Takes a little while to fully get some of the scripting down but is amazing once understood.
What problems is the product solving and how is that benefiting you?
Regression testing. Has allowed us to catch things before promotions that we never would have without this tool. Or more accurately, we might have discovered but would have required many more man hours.
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