Cyara, the leading US-based AI-powered Customer Experience (CX) Transformation Platform provider, has launched its new Global Innovation Centre (GIC) in Hyderabad. The new facility is set to generate over 200 jobs and tap into India’s vast talent pool.
The centre will focus on research and development, product innovation, and expanding the company’s global presence. Cyara aims to use this new hub to enhance its CX solutions and maintain its position as an industry leader.
“Hyderabad’s dynamic tech ecosystem is the perfect place for us to grow and innovate,” according to the company’s LinkedIn post. The move also reflects Cyara’s dedication to contributing to the local community while advancing CX technology globally.
This expansion underscores Hyderabad’s rising status as a leading destination for global technology companies seeking to innovate and collaborate.
The company recently announced Rishi Rana as its Chief Executive Officer (CEO).
Innovation at Helm
Cyara’s CX Assurance platform helped a major U.S. retailer turn Black Friday challenges into a success story. Mid-day on the critical sales day, the platform alerted the retailer to system issues, including call delays and problems with a third-party credit card processor.
With real-time insights, including recordings and call details, the retailer quickly identified and resolved the issues, saving hours of manual diagnosis. This swift action ensured a seamless customer experience and a successful holiday season.
Prior to Cyara, the retailer’s QA team relied on time-intensive manual testing, resulting in delays and defects. Automation through Cyara transformed their processes, increasing testing coverage from 15% to 85% and reducing test execution time by 97%.
Agents were freed from testing to focus on core responsibilities, while real-time feedback replaced post-event surveys. The retailer praised Cyara’s impact, stating, “Cyara has transformed our business as we can now roll out changes and test to the feature level in minutes.” Beyond Black Friday, the platform has driven broader improvements, enabling faster launches and supporting the retailer’s digital transformation efforts to compete with leading online retailers.
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