Customer Success Story:
Transforming Customer Experience With Automated Testing at TD Bank Group
Cyara’s automated solutions revolutionize contact centre operations and drive long-term success.
About TD Bank Group
TD Bank Group (“TD” or the “Bank”) is the sixth largest bank in North America by assets and serves over 27.5 million customers in a number of locations in financial centres around the globe. TD also ranks among the world’s leading online financial services firms, with more than 17 million active online and mobile customers. In the ever-evolving banking technology landscape, TD has been able to leverage automation to transform testing of contact centre flows and applications.
The Cyara Advantage
Streamlined processes
75% time reduction in testing cycles leading to substantial cost savings
Automation revolution
Testing for 80% of call flows automated
Rapid regression test cycles
Reduced 4-week cycle to just one week
High-volume, high-quality testing
800+ regression test cycles, 350,000+ calls in 2.5 years
Precision in wait time management
Efficient wait time calculation and management
The Challenge
As technology and customer expectations grow, financial institutions must keep pace with that curve. To provide excellent customer experience (CX) journeys, these institutions have started to embrace digital innovations and deliver seamless online and mobile banking experiences.
In the post-COVID landscape, it became apparent that TD needed to begin reshaping its contact centre by upskilling and testing acceleration. However, the complexity of handling increased call volumes, providing multi-language support and the incorporation of advanced technologies like Interactive Voice Response (IVR) and Natural Language Understanding (NLU) posed a unique set of challenges for the Bank. The Bank’s traditional and manual testing methods had become time-consuming, inefficient, and unsustainable for long-term company success.
Historically, TD’s IVR used dual tone multi frequency (DTMF), where customer responses were based on button presses. However, with the shift to interactive responses from bots, consistent voice recognition became challenging through DTMF. TD also needed to test their IVR in English, French, and Spanish. This was another hurdle, as it was difficult to find manual testers who were fluent in all three languages. To address these challenges and ensure consistent service, it was necessary to explore new technology solutions.
The Solution
The collaboration with Cyara proved to be a “game-changer” for the Bank’s testing landscape. By implementing Cyara Velocity and Cyara Cruncher, TD saw an improvement to its testing processes’ efficiency and effectiveness.
Velocity and Cruncher have now become indispensable components of the Bank’s testing arsenal; Velocity took centre stage for day-to-day regression and in-sprint automation, while Cruncher flexed its muscles in performance testing, simulating scenarios of up to 20,000 calls, including multi-language and accent variations.
— Pavan Madireddy
Associate Vice President,
TD Quality Engineering Practice
What Makes It Work
A standout feature TD values in Cyara’s products is the seamless integration between Velocity and Cruncher. The Bank’s strategic approach involves building scripts once in Velocity and applying them to both products, saving time and avoiding unnecessary duplication of work. Unlike traditional methods that require separate scripts for functional and performance testing, Cyara’s Velocity and Cruncher streamline the process, significantly reducing scripting efforts.
Outcomes
As part of the Bank’s collaboration with Cyara, it was able to easily integrate Cyara’s solutions into existing TD Quality Engineering Practice. The intuitive nature of the solution and comprehensive training empowered the TD Quality Engineering teams to test faster and more thoroughly than ever before to help assure high-quality customer interactions. The cloud-based solution facilitated day-one automation, ensuring a swift and efficient adoption process.
Cost-Efficiency and Time Savings:
The streamlined testing processes not only elevated the quality of testing but also resulted in substantial cost savings. The reduction of the regression cycle from 4 weeks to 1 week equated to a 75% reduction in time and resource investment.
Automation Mastery:
Cyara brought about a seismic shift of 80% automation for call flows–a monumental achievement.
Streamlined Regression Cycles:
With Cyara in place, TD has managed to shorten its testing cycle from 4 weeks to 1 week– a first for the contact centre. The impact on efficiency and resource allocation was substantial, leading to significant cost savings for the Bank.
Testing Volume and Quality:
Over the past 2.5 years, TD successfully executed 800+ regression cycles and generated 350,000+ test calls. This showcases the testing prowess enabled by Cyara’s solutions and underscores the quality assurance achieved through their innovative toolset.
Calculating Wait Times:
Cyara Velocity played a vital role in efficiently calculating estimated wait times. This feature allowed for real-time monitoring and adjustment of wait times, ensuring a streamlined process and preventing customers from waiting idly on the line. The ability to validate and manage wait times effectively became a valuable asset for TD in enhancing the overall CX and contact centre efficiency.
The Journey Continues…
Moving forward, TD plans to continue to leverage Cyara’s efficiency-enhancing capabilities in their strategic initiatives.
Energized and impressed by the successes achieved so far, the Bank is set to explore further horizons with Cyara. TD seeks to delve into the potential of chatbots and voicebots, enhance agent chat, and harness the capabilities offered by Cyara Botium.
In the dynamic and competitive world of banking, TD found a strategic collaborator in Cyara. The story unfolds not just as a case study but as a testament to the transformative power of innovation and collaboration. Cyara not only met the challenges presented but exceeded expectations, helping set TD up to be on a trajectory of continued success in the ever-evolving landscape of banking technology.
