Cyara acquires CentraCX to enhance CX capabilities

CALIFORNIA, UNITED STATES — Cyara, a provider of artificial intelligence (AI)-led Customer Experience (CX) Transformation solutions, has acquired CentraCX, a comprehensive SaaS-based Voice of the Customer (VOC) platform. 

The acquisition aims to enhance customer satisfaction, agent engagement, and brand reputation by integrating advanced VOC and customer feedback capabilities into Cyara’s product suite.

“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,” said Alok Kulkarni, CEO and Co-founder of Cyara.

CentraCX’s platform, designed for enterprise contact centers and integrated with Genesys Cloud CX, uses its unique Tribal Analytics process to centralize customer opinion in business decision-making. This technology creates a feedback system that merges customer feedback with the agent’s perspective, driving actionable insights and continual improvement.

Earlier this year, Cyara announced that it had a 40% YoY revenue growth and 96% customer retention rate. The company has offices in the U.S., Austria, Ireland, the U.K., Australia, and India.