Case Study: Major Retail Bank achieves unified, real-time contact center visibility and CX monitoring with Cyara Pulse

A Major Retail Bank Gains Greater Visibility and Control Over Contact Center Operations and CX

A leading Canadian retail bank (headquartered in Montreal with ~88,000 employees) supporting about 6,000 contact-center agents across four major centers and numerous satellites struggled with fragmented operations visibility. During the pandemic most agents were remote and teams had to log into multiple dashboards to understand IVR, routing, agent behavior and technical health, making incident troubleshooting slow and incomplete.

The bank deployed Cyara Pulse and integrated it—via REST APIs—into a custom unified dashboard that consolidates data from 12+ applications to provide end-to-end, real-time CX monitoring (from IVR and routing to agent behavior and call volumes). The result is a single-pane view for faster detection and resolution of issues, improved confidence for faster go-lives, ongoing expansion into automated tests and CI/CD integration, and a road map toward automated self‑healing to reduce toil.