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US Airways Deploy Cyara to Automate Testing of Customers Phone Self and Assisted Service Experience
Results in Over 70% Reduction in Time and Costs to Simulate and Test Speech-Enabled Voice Self-Service for Airline Reservations; Ensures Successful Voice Upgrade and Deployment
US Airways is now using Cyara to test and simulate callers’ experiences with airline reservation support as customers make new reservations, confirm or change flights and access preferred member mileage support in both self- and assisted-service scenarios. Initial results post Cyara implementation include significant time and resource savings on quality assurance (QA) test efforts; testing resource requirements dropped from 3 people testing over two to three days to one person in four hours using Cyara’s automated solution.
Several solutions were reviewed, and Cyara offered the most complete, mature solution for US Airways’ testing needs-- IVR simulation and testing; agent routing; and CTI simulation, testing and monitoring -- on non-proprietary hardware, at the right price point.
The successful deployment proves Cyara capable of handling US Airways’ requirements of end-to-end testing -- simulating a caller entering the voice system and traversing the established paths, exercising the data integration and agent routing.
The Cyara Solution Suite provides a complete suite of products for testing speech-enabled IVRs and contact center applications from initial deployment through subsequent modifications, fine-tuning and ongoing operations in production to ensure exemplary system operation and customer experience.
“We are extremely pleased US Airways is successfully using Cyara for their IVR and contact center simulation and testing needs,” says Alok Kulkarni, CEO, Cyara. “Their initial results in time and resource savings are consistent with what is experienced across our entire customer base. We view our selection and successful deployment at US Airways as a another big step in our continual efforts to address Fortune 500 companies’ customers’ experiences with self and assisted service,” says Kulkarni.
About Cyara Solutions
Cyara Solutions 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 www.cyarasolutions.com and connect with Cyara on LinkedIn.
About US Airways
US Airways, along with US Airways Shuttle and US Airways Express, operates more than 3,100 flights per day and serves more than 200 communities in the U.S., Canada, Mexico, Europe, the Middle East, the Caribbean, Central and South America. The airline employs more than 31,000 aviation professionals worldwide and is a member of the Star Alliance network, which offers its customers 21,000 daily flights to 1,160 airports in 181 countries. Together with its US Airways Express partners, the airline serves approximately 80 million passengers each year and operates hubs in Charlotte, N.C., Philadelphia and Phoenix, and a focus city in Washington, D.C. at Ronald Reagan Washington National Airport. US Airways was the only airline included as one of the 50 best companies to work for in the U.S. by LATINA Style magazine's 50 Report for 2010. For the sixth year in a row, the airline also earned a 100 percent rating on the Human Rights Campaign Corporate Equality index, a leading indicator of companies' attitudes and policies toward lesbian, gay, bisexual and transgender employees and customers. For more company information, visit usairways.com. (LCCG)
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