Case Study: Vitality achieves agile cloud migration and QA readiness with Cyara

How Careful Planning & Due Diligence is Steering Vitality to Success on Their Journey to the Cloud

Vitality, a London‑headquartered insurance and financial services provider, embarked on a large-scale migration to Contact Center as a Service (CCaaS) but faced significant hurdles: an older platform lacking IVR, voice biometrics and robust API integrations, multiple P1 outages tied to CPU/memory and no DR readiness, outdated external connectivity, and the complexity of coordinating requirements across many business units with limited architectural and analyst resources.

To address this, Vitality partnered with Cyara and used a phased, two‑step planning approach with detailed user stories, Agile delivery supported by Cyara Velocity, full‑stack ownership by engineering managers, Pulse monitoring for visibility, and Cyara’s professional services for QA. The result: Vitality reached the build phase on schedule, achieved better stakeholder alignment and clarity, optimized resource allocation and team productivity, reduced internal burden, and gained improved system visibility and stability.

Vitality

George Seddon

Group Contact Routing Manager