Cyara CX Assurance Platform Integrates with Splunk, Jira and ServiceNow
September 17, 2019
Share this

Cyara is integrating the Cyara CX Assurance Platform with leading technology solutions for Agile, DevOps and incident management from Splunk, Jira, and ServiceNow.

With these integrations, Cyara’s customers can more quickly and conveniently troubleshoot and resolve CX issues such as dropped calls or delays, and better utilize enterprise toolchains that support Agile software development and operations.

“Being on top of CX issues and immediately getting them into the development cycle for resolution is mission-critical for our customers,” said Alok Kulkarni, CEO and co-founder, Cyara. “Successful CX innovation requires continuous testing and test automation, and these integrations simplify and speed that process.”

By sharing CX data across previously disconnected systems, the new integrations eliminate duplicative work and optimize workflows for enterprise teams to respond to customer-impacting issues, reducing time to resolution and ultimately enabling enterprises to deliver higher quality CX, faster.

- Consolidated IT Monitoring with Splunk: Cyara can now send alarms, clearing events and monitoring data feeds to Splunk. Cyara’s detailed outside-in perspective on CX performance provides key insights and complements the internal, log-related data traditionally housed in Splunk. By correlating data from Cyara and internal systems, CX and IT professionals can quickly identify the root cause of CX issues. For example, Cyara data may identify that customer information was incorrect on a web page or in an IVR prompt, and the underlying log data could reveal the root cause, such as a specific middleware server.

- Automated Defect Tracking with Jira: Integration with Atlassian’s Jira, a popular solution for managing software development and defect tracking, will allow for efficient bug reporting. Through this integration, defect reporting and tracking becomes an automated process facilitating continuous testing and rapid iteration. IT technicians can now create a Jira defect directly from within Cyara while they are reviewing test results. That tracked defect in Jira remains linked to Cyara’s functional test results, making issue details and even call recordings easily accessible, facilitating defect resolution.

- Streamlined Ticketing and Support with ServiceNow: The Cyara platform, which monitors CX systems and delivers real-time issue alerts via desktop or mobile phone, can now create tickets in the ServiceNow IT ticketing system, enabling rapid response and reduced mean time to repair. Once Cyara identifies an operational issue in the customer experience, a Cyara user can initiate a ServiceNow ticket, automatically populating the information captured by Cyara directly in the Cyara monitoring results page or Pulse Dashboard. To facilitate collaboration and coordination, other Cyara users are notified of new tickets via Push Notifications to the Cyara Pulse Mobile App and within the Cyara web portal.

Share this

The Latest

November 14, 2019

A brief introduction to Applications Performance Monitoring (APM), breaking it down to a few key points, followed by a few important lessons which I have learned over the years ...

November 13, 2019

Research conducted by ServiceNow shows that Gen Zs, now entering the workforce, recognize the promise of technology to improve work experiences, are eager to learn from other generations, and believe they can help older generations be more open‑minded ...

November 12, 2019

We're in the middle of a technology and connectivity revolution, giving us access to infinite digital tools and technologies. Is this multitude of technology solutions empowering us to do our best work, or getting in our way? ...

November 07, 2019

Microservices have become the go-to architectural standard in modern distributed systems. While there are plenty of tools and techniques to architect, manage, and automate the deployment of such distributed systems, issues during troubleshooting still happen at the individual service level, thereby prolonging the time taken to resolve an outage ...

November 06, 2019

A recent APMdigest blog by Jean Tunis provided an excellent background on Application Performance Monitoring (APM) and what it does. A further topic that I wanted to touch on though is the need for good quality data. If you are to get the most out of your APM solution possible, you will need to feed it with the best quality data ...

November 05, 2019

Humans and manual processes can no longer keep pace with network innovation, evolution, complexity, and change. That's why we're hearing more about self-driving networks, self-healing networks, intent-based networking, and other concepts. These approaches collectively belong to a growing focus area called AIOps, which aims to apply automation, AI and ML to support modern network operations ...

November 04, 2019

IT outages happen to companies across the globe, regardless of location, annual revenue or size. Even the most mammoth companies are at risk of downtime. Increasingly over the past few years, high-profile IT outages — defined as when the services or systems a business provides suddenly become unavailable — have ended up splashed across national news headlines ...

October 31, 2019

APM tools are ideal for an application owner or a line of business owner to track the performance of their key applications. But these tools have broader applicability to different stakeholders in an organization. In this blog, we will review the teams and functional departments that can make use of an APM tool and how they could put it to work ...

October 30, 2019

Enterprises depending exclusively on legacy monitoring tools are falling behind in business agility and operational efficiency, according to a new study, Prevalence of Legacy Tools Paralyzes Enterprises' Ability to Innovate conducted by Forrester Consulting ...

October 29, 2019

Hyperconverged infrastructure is sometimes referred to as a "data center in a box" because, after the initial cabling and minimal networking configuration, it has all of the features and functionality of the traditional 3-2-1 virtualization architecture (except that single point of failure) ...