Case Studies:

US Financial Institution

“With Cyara, we were able to baseline the entire system – network, IVR, call volumes, everything…. This saved our project and the mental health of my staff.”
Senior Technical Project Manager, Global Financial Institution

Cyara Automated Testing Reduces Call Center Technology Deployment Risk and Saves Project

Highlights

  • Selected Cyara to modernize outdated, outgrown contact center infrastructure
  • Used Cyara Platform to automate load testing, functional/regression testing, and production monitoring
  • Regained control of schedule, code quality, and budget virtually overnight
  • Gained the ability to quantify issues, set priorities, and move the project forward

Challenges

A global, U.S.-based financial institution providing numerous investment and savings options such as mutual funds, retirement savings, and 529 college savings plans underwent a major technology upgrade at its U.S.-based call centers. The new technology, combined with an untrained staff, an overstretched QA team, and IVR application development vendor issues all presented major issues for the call centers.

Solution

The firm selected the Cyara Platform for load testing, functional, and regression testing of its IVR application, and customer experience monitoring. The organization chose Cyara based on its broad capabilities, the collaborative approach of the Cyara team, the attractive price, and its significantly better flexibility in scheduling tests and training, according to the Senior Technical Project Manager.

Benefits

The value of the Cyara Platform went way beyond its ability to test the network and provide basic IVR verification. By using the Cyara Platform, the project team was able to quantify the IVR errors it found, including call recordings, which enabled the vendor to clean up the IVR code and missing functions. The net result was that Cyara increased the team’s confidence in its IVR, its network, and its project. Management was assured that systems were viable, and the project was a success.

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