Welcome to the Cyara Knowledge Center

Cyara Virtual Agent is an automated contact center that is part of the Cyara Platform.

With the Virtual Agent Web Portal, users can create agent details, define Behaviors and assign them to agents, run simulations for teams of agents or entire contact centers, and access reports on the outcomes of the simulations.

Virtual Agent integrates with your contact center infrastructure and mimics agent behavior to handle real interactions that are routed to agents.

Used in conjunction with the Cyara Cruncher and Replay modules, Virtual Agent enables customers with the vendor's Customer Interaction Management (CIM) and Inbound platforms to perform end-to-end testing of their contact center environment.

The benefits of the functionality provided by Cyara end-to-end testing include:

• Pre-production end-to-end contact center testing to ensure planned system operation
• Increased customer satisfaction due to risk mitigation of:
  • Teething issues
  • Predictability of system performance under load
  • Verification of customer interaction handling as per expected. For example, what if an important customer calls during busy times – how will their interaction be handled by the contact center?
• Ability to listen to the entire interaction recording
• Validation and verification of proposed routing strategy-based benefits. For example, will Service Level Routing improve contact center performance over Business Priority Routing?
• Ability to report on every segment of the interaction
• Ability to simulate agent behavior and measure customer impact
• Ability to test new routing strategies without impacting actual customers

Virtual Agent also provides the functionality to run tests in a repeatable manner on demand, providing customers with a consistent framework to benchmark their contact center operations against any proposed changes.

Virtual Agent is currently supported as an on-premises solution.