Westpac Bank to Discuss Customer-Centric Approach to Open Speech Recognition for Banking

Aug. 8, 2011 - PRLog -- San Francisco, CA (August 8,  2011) - Cyara a pioneer of next-generation solutions for simulating, testing and monitoring interactive voice response (IVRs) and contact center systems, today announced its customer, The Westpac Group, one of the leading financial institutions in Australia and the country’s oldest banking institution, will discuss the importance of taking a customer-centric approach to open speech recognition for banking and finance at noon on Wednesday, August 10 at SpeechTEK 2011 in New York.

Sam Jackel, project director for contact center transformation with Westpac, will discuss successful customer-centric contact center voice deployments including the most critical aspects of application development, implementation, and change management, and how a customer-centric approach — coupled with a technical design, giving the business full control of the customer experience — yields staggering results within 6 months.

“Customer satisfaction is extremely strong, return on investment and documented business benefits are ahead of target, and I think the results being delivered here are at the forefront of performance globally,” says Jackel.  “I look forward to sharing impressive results and our somewhat unique approach that really does give business full control of the customer experience.”

“We view Cyara as a key plank in our strategy around quality and efficiency,” says Jackel, “and use Cyara for end-to-end regression, systems integration, functional, stress, performance and load testing and real-time monitoring of the customer experience in the production environment.

Cyara CEO Alok Kulkarni will join Jackel as a speaker on Wednesday, and is set to highlight the impact of simulation, testing, and real-time customer experience monitoring of IVR applications through additional customer examples. He’ll discuss how some of the largest global contact centers are addressing concerns about how applications are performing under load, stress, business-as-usual and disaster recovery situations and whether the applications are performing as designed and delivering the intended customer experience.

“The Cyara Solution Suite, an automated, software based simulation, testing and monitoring platform, coupled with Cyara’s comprehensive  contact center transformation quality methodology,  is transforming enterprises’ contact centers with better customer experiences and dramatically reduced  risk and project timelines,” says Kulkarni.

“We are privileged to have Sam join us in New York and share his experience and success at Westpac,” says Kulkarni.  “Common among our customer base is a reduction in risk and time to market and an improvement in customer experience when Cyara’s next-generation platform and its proven business consulting methodology are used in conjunction with our clients’ disruptive and transformational technology and process deployments,” says Kulkarni.

Cyara Solutions
Cyara is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner. Cyara ensures exemplary system operation emulating live calls without requiring or impeding live customers or agents. For more information please visit www.cyarasolutions.com or connect with Cyara on Linkedin.
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The Westpac Group
Westpac has a long and proud history as Australia’s first and oldest bank. It was established in 1817 as the Bank of New South Wales. In 1982 it changed its name to Westpac Banking Corporation following the acquisition of the Commercial Bank of Australia. Westpac has branches and affiliates throughout Australia, New Zealand and the near Pacific region and maintains offices in key financial centers around the world including London, New York, Hong Kong, Singapore and Shanghai.

© 2011 Cyara Solutions. All rights reserved. The Cyara Solutions logo and the names and marks associated with Cyara Solutions products are trademarks and/or service marks of Cyara Solutions and are registered and/or common law marks in the United States and various other countries. All other trademarks are property of their respective owners.

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Cyara Solutions is helping Fortune 500 companies redefine customer service through a better contact center experience by delivering premise & SaaS solutions for simulating, testing & monitoring IVRs, Voice Biometrics, Outbound Dialers & Contact Centers.