Call centre Image by Gerd Altmann from PixabayCyara has partnered with Twilio, adding an integration between Twilio Flex and its CX assurance platform. Twilio Flex is a flexible contact centre, and the integration enables several new capabilities with the combined solution. The Cyara CX Assurance platform now enables Twilio customers to test different customer journeys through the contact centre. This can help accelerate the implementation of the cloud-based contact centre or rapidly test and prove new services on an existing one.

Cyara highlights benefits that include:

  • Accelerated contact centre 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 dialling, and agent routing and data passing, applications built on Twilio products

Twilio customers will now find Cyara listed as an ecosystem partner. James Isaacs, President of Cyara, commented: “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. We’re proud to support Twilio and their customers in delivering enhanced customer experiences made possible by the digital age.”

What does Cyara bring to Twilio

The Cyara CX platform will assist Twilio Contact centre customers through the complete customer experience lifecycle. Cyara assists users through the DevOps process in eight stages

  • Plan
  • Design
  • Build
  • Test
  • Release
  • Deploy
  • Operate
  • Monitor

It means Cyara can simulate customer calls, monitor them and provide test results during the design, build and test phases. It can also monitor and help improve the contact centre process once the solution is live. The Cyara platform includes testing features such as:

  • Customer Simulation
  • Agent simulation
  • CX visualisation
  • Voice quality measurement
  • Recording validation
  • In-country dialling
  • Test data management
Elliot Goldwater, director of technology partnerships at Twilio
Elliot Goldwater, director of technology partnerships at Twilio

Furthermore, it can monitor and test across multiple channels including voice, digital and web. Elliot Goldwater, director of technology partnerships at Twilio, commented:  “Twilio is thrilled to welcome Cyara to Build, the Twilio partner program, as a trusted ecosystem partner.

“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.”

Enterprise Times: What does this mean

Twilio is another leader in contact operations software added to the list of Cyara partners. Cyara already integrates to others including Avaya, Cisco, Genesys and NICE. This latest integration is important for both companies.

For Twilio, it will enable customers to implement faster and with more assurance. For Cyara, it means it can offer Twilio customers a solution that will benefit their DevOps processes, removing potential errors in workflows and ensuring a better customer experience for those clients customers.


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