CX Specialist Cyara Buys Contact Center VoC Firm

Redwood City, California-based CX platform provider Cyara has announced the acquisition of CentraCX, an SaaS-based Voice of the Customer solution designed specifically for contact centers. Terms were not disclosed.

Cyara, which a year ago launched a tool allowing businesses to self-assess, benchmark and improve their approach to automated CX testing, says the latest buy adds advanced VOC and customer feedback capabilities to its portfolio, providing insights to help companies design CX strategies that truly resonate with their target customers.

Headquartered in Melbourne, CentraCX provides custom analysis of feedback for different types and levels of stakeholder, to frontline managers who can use it to manage their teams effectively. Data can be captured from voice, SMS, web and email, and is then integrated with agent perspectives in the firm's Tribal Analytics solution, creating a closed loop feedback system driving process improvement.

Alok Kulkarni, CEO and co-founder of Cyara, comments: '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. 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'.

Web site: www.cyara.com .