Case Study: National Australia Bank achieves 87% reduction in at‑home IT issues and 4 hours saved per incident with Cyara ResolveAX

How ResolveAX’s Real-Time Voice Quality & Connectivity Monitoring Provides Support to National Australia Bank’s Remote Agents

National Australia Bank (NAB), Australia’s largest business bank with more than 32,000 colleagues serving over 8 million customers, faced rising customer- and agent-facing issues when roughly 4,000 contact-centre agents were moved to home during COVID. Remote setups introduced varied home networks, hardware and bandwidth competition, which increased troubleshooting time, lengthened resolution waits and reduced visibility for IT teams—hurting customer experience and agent productivity.

NAB deployed Cyara ResolveAX, a lightweight, privacy-compliant SaaS that passively monitors voice quality, connectivity and environment data (integrated with Amazon Connect) and gives agents a simple Health Check plus real-time diagnostics for IT. The solution enabled five-minute identification of many issues, saved up to four hours per incident in troubleshooting, cut daily at‑home agent IT problems by 87%, improved mean-time-to-repair and increased agent uptime so staff can spend more time serving customers.

National Australia Bank

Caroline Trang

Tech Product Manager