Case Study: IBM achieves rapid, low-risk dynamic IVR deployment and 50–75% testing resource reduction with Cyara

IBM - Customer Case Study

A top Canadian bank engaged IBM to replace its legacy static IVR with a fully dynamic, personalized IVR as part of a strategic goal to become a Top 10 customer service organization. With the call center viewed as the critical customer touchpoint, the project faced a one-year deadline, strict security and backend integration requirements, and the need to support peak load of five call attempts per second while avoiding costly production errors.

IBM used Cyara (Replay, Pulse and Crawler) to automate load, regression and ongoing monitoring tests, enabling Agile development and letting developers test as they coded. The result: dramatic risk reduction, faster releases, 50–75% of manual testing resources reallocated, fewer defects (including rare-case scenarios), verified security and capacity under load, and continuous monitoring that quickly exposed and helped resolve issues before customers were impacted.

IBM

Arthur Gomes

Managing Consultant