Automation is a key component in DevOps practice, and Vodafone NZ’s development team was invested in moving toward greater automation to improve internal efficiency as well as improving experiences for their customers. While the organization was already a longtime user of Cyara’s premise instance of Pulse to accomplish routine quality monitoring, Vodafone saw an opportunity to further elevate the customer experience by leveraging more advanced capabilities on Cyara’s cloud-based platform – with cloud technology being a natural fit with their DevOps methodology.
Hear from Philip Moore, Network Operations and OSS Manager at Vodafone NZ, and learn how Cyara delivered an immediate return on investment while also helping his team:
- Gain a clear, more actionable picture of the complete customer journey
- Discover customer-facing issues before they impacted the customer, by proactively identifying and addressing issues with deep-level IVR performance
- Save time and improve internal efficiency with an API integration that brought Cyara notifications into their PagerDuty workflow
- Improve customer satisfaction and elevate the overall reputation of their service operations center (SOC)