Case Study: Australian Government Department of Defense achieves 15% reduction in talk time (73s per call) with Cyara

Australian Government Department of Defense - Customer Case Study

The Defense Service Center, part of the Australian Department of Defense, supports a wide range of military and civilian enquiries but struggled with ineffective skills-based routing, aging PABX/IVR infrastructure, and the need to handle huge spikes in demand (up to 50,000 emergency calls per hour). To improve routing accuracy and speed, the Center implemented a new speech recognition interface but faced complex integration and reliability challenges.

Using the Cyara Platform for automated testing, load testing and call recording, the team uncovered critical defects, fine-tuned the speech engine, and validated capacity under peak loads. The result was a 15% reduction in average talk time—73 seconds per call—faster, more accurate routing to skilled agents, and greater operational confidence when proving issues to vendors and executives.

Australian Government Department of Defense

Luke Johnston

Business Integration Coordinator