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Cyara Partners with Twilio to Accelerate Contact Center Cloud Migrations with Automated Quality Assurance for Twilio Flex

New integration enables Cyara to test Twilio Flex agent routing and data passing functionality – reducing project timelines and risk while improving CX quality

Cyara, provider of the award-winning Automated CX Assurance Platform announced a partnership with Twilio, the leading cloud communications platform, that addresses contact centers’ need to quickly migrate operations to the cloud while not only maintaining but improving the quality of the customer experience (CX). Cyara joins the coveted ranks of Twilio’s partner ecosystem as a leading CX assurance platform and will provide innovative capabilities to customer service teams around the globe.

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Cyara’s new integration with Twilio Flex is the first of its kind to simulate Twilio Flex agent actions for the purpose of testing and will support Twilio Flex customers by automating time-consuming manual tasks and enabling faster cloud migrations. Through the partnership, Cyara brings the following benefits to Twilio customers:

  • Accelerated contact center cloud migrations resulting in increased speed to market by 70%, while reducing testing time by 80% and increasing test coverage by 800%
  • Automated discovery and documentation of existing interactive voice response (IVR) applications
  • Automated functional, regression, and load testing as well as automated CX monitoring, for interactive voice response (IVR), outbound dialing, and agent routing and data passing, applications built on Twilio products
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“Twilio is a leader in the space and they’ve continued to gain more momentum as companies turn to them to transform their digital communications at accelerated rates in order to address current business challenges,” said James Isaacs, President of Cyara. “We’re proud to support Twilio and their customers in delivering enhanced customer experiences made possible by the digital age.”

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Cyara simulates real-world customer interactions and engages with the Twilio and Twilio Flex contact center voice and digital applications to ensure they are performing as designed. Cyara takes an outside-in approach to contact center testing by emulating customer and agent actions to replicate defined customer flows. Cyara ensures that all the systems involved in a customer journey, such as routing, data passing, IVR, or outbound dialing, work holistically without issues in voice quality, connections, prompts or latency. Every test call placed by Cyara is intelligent and documents test results automatically to provide real-time insights into performance and any potential issues that could impact CX. These functions enable customers to receive the highest level of experience.

“Twilio is thrilled to welcome Cyara to Build, the Twilio partner program, as a trusted ecosystem partner,” said Elliot Goldwater, director of technology partnerships at Twilio. “With Twilio, Cyara’s automated CX assurance platform and testing capabilities deliver confidence, so that Twilio Flex users can deploy call center systems more quickly, while ensuring the highest quality of customer experience.”

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