Amitha Pulijala, Chief Product Officer at Cyara, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the growing importance of assuring customer experiences across increasingly complex digital and voice engagement channels.
Pulijala explained that as organizations deploy more advanced customer engagement technologies—including AI-driven chatbots, voice assistants, and automated workflows—they must ensure that every step of the customer journey works reliably. Cyara focuses on providing tools for testing, monitoring, and optimizing these experiences so enterprises can quickly identify issues before they impact customers. “Enterprises are deploying more automated and AI-powered interactions, and they need assurance that those journeys are working exactly as intended,” Pulijala said.
Cyara’s platform allows organizations to simulate and continuously test customer interactions across voice and digital channels. These capabilities help companies identify broken workflows, performance bottlenecks, and other issues that could disrupt the customer experience.
The discussion also highlighted how customer journey assurance is becoming more critical as AI-driven engagement expands across industries. Enterprises need visibility into how automated systems interact with customers and how those experiences perform over time.
As organizations gathered at Enterprise Connect to explore the next generation of customer engagement technologies, Cyara emphasized the importance of ensuring that AI-powered customer journeys remain reliable, efficient, and optimized for positive customer outcomes.
Learn more about Cyara: https://cyara.com/
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