Case Study: Equiniti achieves real-time CX visibility and reduced costs with Cyara Pulse

How Cyara Equips An International Financial And Administrative Services Firm Maintain Strong CX

Equiniti (EQ) is an international financial and administrative services firm of 6,500 people that supports share registration, pensions and payments for clients around the world. After migrating its cloud contact center to a Cisco platform hosted by BT, EQ needed thorough performance and load testing plus more detailed, real-time visibility into customer experience—its existing monitoring was limited to the network level and production defects in the voice channel were costly.

EQ used Cyara’s load-testing capabilities and Cyara Pulse for live CX monitoring, integrated with BT’s monitoring and partners like Nuance. The solution delivered real-time visibility, faster detection and resolution of defects, reduced customer impact and costs, and the assurance to relaunch and scale the contact center with confidence.

Equiniti

Grzegorz Zablyszcz

Unified Communications Manager