Cyara Acquires Voice of the Customer (VoC) Company CentraCX


Cyara has announced its acquisition of CentraCX. This acquisition adds advanced VOC and customer feedback capabilities to Cyara’s portfolio of products, solidifying the company’s unique position in the CX Transformation market as the first to offer this combination of CX assurance and customer feedback.

The acquisition of CentraCX complements Cyara’s existing capabilities, bringing valuable insights that inform companies on how to design CX strategies that truly resonate with their target customers.

By combining Cyara’s expertise in CX assurance with CentraCX’s ability to inform CX design with real customer feedback, organizations can continuously transform their CX initiatives and drive customer satisfaction and loyalty.

“Today, with rapidly changing technology and ever increasing customer expectations, delivering a great CX means continuously transforming. This requires the ability to both design a great CX and to deliver it with speed and quality,” said Alok Kulkarni, CEO and Co-founder of Cyara.

“With the acquisition of CentraCX, we are uniquely able to offer an AI-enabled CX transformation platform that informs CX design with customer insights and feedback and enables delivery of those designs with speed and quality through automated testing and monitoring.” 

CentraCX is designed specifically for the needs of enterprise contact centres, and is integrated with Genesys Cloud CX.

It is able to analyse feedback along different organizational lines, allowing for tailored results that cater to different types and levels of stakeholders and empowering frontline managers to use the data to effectively manage their teams.

CentraCX can capture and collect data from different channels for analysis and insights, including voice, SMS, web and email.

Unique to CentraCX is Tribal Analytics, a technology-enabled process that puts customer opinion at the centre of business decision-making and continual improvement. Tribal Analytics marries customer feedback with the agent perspective, thereby creating a closed-loop feedback system that delivers an end-to-end process for driving real change. Going beyond simply identifying actionable insights, Tribal Analytics delivers a framework to support a comprehensive continual improvement programme.

Cyara’s latest acquisition is part of an innovation strategy to enable organizations to continuously transform and improve their CX by leveraging insights, automation and AI.

With this acquisition, Cyara now offers unmatched expertise and capabilities to drive improvements in an organization’s CX: 

  • Optimize journeys: Gain valuable insights on how to improve CX design by leveraging customer feedback.
  • Continuous CX transformation: Drive ongoing CX improvements with speed and quality by automating testing within an Agile/DevOps framework.
  • Enhance chatbots and conversational AI systems: Access our large-language model (LLM) for accelerated training and leverage AI-based automated testing, including natural language processing performance.
  • Ensure robust contact centre performance: Assure that contact centre platforms can handle high-stress situations and enable customers to reach you globally. Additionally, AI-based insights on performance can be provided.
  • Monitor remote and at-home agents: Monitor network data to ensure that ISP, home network, and system configurations meet the standards for delivering an excellent CX.
  • Seamless communication across channels: Assure reliable and efficient communication across all channels, including voice, digital, SMS, AI chatbots, video, and WebRTC.
Author: Rachael Trickey

Published On: 21st Jun 2023 - Last modified: 27th Jun 2023
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