Case Study: Global Financial Institution rescues failing IVR upgrade and cuts QA costs with Cyara

A Global Bank Faced Unexpected Issues Upgrading Its Contact Center Infrastructure and End-of-Life Systems

A global, US‑based financial institution with 500+ contact center agents handling millions of calls faced a mandatory overhaul of end‑of‑life telephony, IVR and contact center platforms. Their chosen IVR developer lacked financial‑services experience and QA resources were overwhelmed, putting the upgrade and go‑live timelines at risk.

The bank adopted Cyara (Velocity and Pulse) to run internal load, functional and diagnostic tests, augmenting the QA team and giving full visibility into call flows and errors. Cyara’s platform uncovered hidden IVR defects, sped verification from weeks to hours, supplied call recordings for vendor remediation, saved thousands in QA costs, and restored schedule, budget and team confidence.