Case Study: Major Australian Bank achieves dynamic, resilient contact center — 80% faster testing & 99.7% voice quality — with Cyara

Major Australian Bank - Customer Case Study

A major Australian bank — one of the country’s four largest, handling about 120,000 retail customer interactions daily across six contact centers — needed to migrate to a new carrier and a Genesys-based contact center platform to enable skills-based, CRM-driven contextual routing. The greenfield build had to support heavy peak loads (about 3,750 concurrent calls and up to 25 call attempts per second), cover some 6,000 call flows, and resolve voice-quality issues, so thorough end-to-end non-functional and regression testing was critical before go-live.

Cyara delivered automated end-to-end testing and high-volume load/performance validation (using Cyara Platform, Cruncher, Replay, Pulse, MOS, End Points and Virtual Agent), replicating real traffic and uncovering a major design flaw in pre-production that required vendor redesign. The engagement produced 600 automated functional tests, reduced regression testing effort by 80%, raised voice-quality success to 99.7%, enabled overnight regression runs with a single tester, and provided ongoing pre-production and production test assets and monitoring capability.