Case Study: Major US Retailer achieves rapid Black Friday recovery and 97% faster testing with Cyara

Major US Retailer Moved Black Friday from Red Alert into the Green

A major U.S. department store (over $5B annual sales) with a high‑volume contact center and a QA team that had relied on slow, manual Waterfall testing faced a critical Black Friday incident: a mid‑day spike in calls with degraded response times on one in five calls, traced to an internal server delay and a third‑party credit‑card processor — a situation that exposed the risks of limited testing coverage and slow release cycles.

By implementing the Cyara CX Assurance platform the retailer gained real‑time visibility (recordings, URLs, dialed numbers) to triage and resolve the Black Friday issues immediately, while automating functional and regression testing to prevent defects reaching production. The change enabled an Agile release approach, boosted test coverage from 15% to 85%, cut test execution time by 97%, freed agents from testing, and delivered faster, measurable improvements to the customer experience across channels.