Cyara Crawler is claimed to be the world’s first automated software that explores, maps and documents interactive voice response (IVR) applications and creates Cyara test cases. 

Cyara says Crawler will revolutionise Contact Centre IVR Discovery by replacing manually-intensive processes with automation and slash time and cost to bring new customer experience (CX) capability to the market.

Cyara Crawler is cloud-based, technology-agnostic and non-intrusive. It works by placing synthetic calls to existing IVRs to reverse engineer the call flows.  Crawler will automate the replacement of inaccurate or out-of-date documentation with accurate, as-built documentation and eliminating the bulk of the manual effort for writing test cases.

Before Crawler, making changes to IVR applications has been risky and time consuming, especially if the IVR is not fully documented, or the documentation is inaccurate or out of date. Companies have had to manually explore the paths and options in an IVR application, or simply make changes and hope for the best. Migrating or making changes to legacy IVRs has been all but impossible due to the high risk of modifying an IVR without knowing how the IVR was designed. As companies merge or change vendors, Crawler’s automated discovery capability will also make it possible to safely migrate or upgrade legacy IVRs.

“Launching Cyara Crawler, an automated and intelligent cloud-based solution, is a game changer for the global contact centre industry as it will replace around 90 percent of the manual processes,” said Alok Kulkarni, Cyara CEO and Founder.

“The ability to rapidly and continuously innovate to provide an exceptional customer experience is critical in today’s omni-channel world. Crawler will transform a company’s ability to improve its customer experience more effectively and with agility.”

Key features of Cyara Crawler include:

• Automates discovery of IVR call flows
  Eliminates 90 percent of manual test creation
  Automates documentation of IVR applications
  Uses sophisticated speech-to-text technology
  Constantly updates scripts to ensure forward agility
  Ability to begin crawls at any point
  Replaces incomplete/inaccurate documentation
  Creates a graphical interactive map of call flows

www.cyara.com