February 8, 2013
Automated Testing Reduces Risk of Contact Center Consolidation, Virtualization and Service Impact at National Australia Bank
Cyara’s Testing, Monitoring, Simulation, Benchmarking Play Key Role in Thirty-Six Separate Sites’ Successful Move to Single, Centralized, Web-Based, Virtualized Contact Center Platform
SAN FRANCISCO, CA – February 7, 2013 — Cyara –a pioneer of next-generation premise and cloud solutions for contact center testing, monitoring and simulation — today announced that NAB (National Australia Bank), one of the four largest financial institutions in Australia, successfully deployed Cyara for testing, monitoring and simulating agent and customer experience, and IVR and contact center systems and applications for Australia’s largest contact center consolidation and virtualization project to date.
“Using Cyara’s automated suite for our contact center virtualization project significantly lowered our testing costs and, more importantly, reduced the risk of customer service impact as we made changes and moved to one virtual platform,” says Graham Cronin, head of network services for NAB.
Cronin likens such an infrastructure overhaul to “conducting maintenance on a jumbo jet while it’s still in the air.” The business units must continue to operate as needed and customer experience goals must be met.
NAB used Cyara’s suite of solutions for pre-and post-migration, benchmarking existing customer experience and documenting and managing application and systems changes across 36 different contact centers and as they were consolidated to one virtual system. NAB went from nine hardwired, phone-based networks to a completely web-based, virtualized system with Genesys contact center software running over a Cisco IP infrastructure and operating as a single, virtual platform.
“Our business stakeholders were comfortable using Cyara because of what Cyara revealed to them — invaluable information about their own customer experiences,” adds Cronin.
I like Cyara because the business likes Cyara,” says Cronin.
“Cyara is proud to be a part of a project of this magnitude and significance,” says Alok Kulkarni, CEO, Cyara. “We have worked with NAB before and were delighted to work on NAB’s contact center virtualization project which is already resulting in better customer experiences – shorter hold times and quicker resolution — and operational efficiencies,” says Kulkarni.
NAB previously used Cyara in 2009 when they first introduced speech recognition and voice biometrics and is currently using Cyara for ongoing testing, simulation and monitoring.
“For the move to our VCC (Virtual Contact Center) platform, Cyara was used for pre- and post-migration benchmarking,” says Cronin. “With Cyara, we gain insight into customer experience on a regular basis and understand, from a customer’s perspective, the customer impact of using our technology,” says Cronin.
NAB also used Cyara for load and functional testing of systems and applications and used Cyara Outbound Testing™ to test outbound collection calls made by one of the business units during the transition the VCC platform.
“Being able to simulate and do forward-looking testing in terms of end-to-end systems was critical given the quite complex group of technologies that we put together,” says Cronin. “And Cyara Outbound and their team helped tweak the system to fit our environment and the collections business in particular.”
For an in-depth case study on the Cyara deployment at NAB, please go to:
National Australia Bank Case Study.
National Australia Bank is a financial services organization with over 12 million customers and 50,000 people, operating more than 1,750 stores and service centers globally. The company’s major financial services franchises in Australia are complemented by businesses in New Zealand, Asia, the United Kingdom and the United States. For more information, please visit NAB at www.nab.com.au/
About Cyara Solutions
Cyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for testing, monitoring and simulating IVRs, Voice Biometrics, Outbound Dialers, Voice Callback and Contact Centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner. Cyara ensures exemplary system operation emulating live calls without requiring or impeding live customers or agents.