Case Study: National Australia Bank achieves consolidation of 36 contact centers into one virtualized platform with Cyara

National Australia Bank - Customer Case Study

National Australia Bank (NAB), one of Australia’s largest banks with multiple retail, business and wholesale divisions, faced a fragmented contact center estate—36 contact centers running on nine disparate, aging IVR and telephony platforms that operated as silos. The bank launched a two‑year Virtual Contact Center Infrastructure (VCCI) program to consolidate and virtualize its contact centers onto a single Genesys/Cisco platform to cut costs, improve flexibility and protect customer experience during migration.

NAB used the Cyara testing suite (Pulse, Outbound, Replay and others) to provide pre‑ and post‑migration baselines, automate functional, load and regression tests, and continuously monitor customer experience. Cyara’s centralized repository and outbound testing exposed issues early (for example, call progress detection problems), saved manual testing effort and costs, increased business stakeholder visibility and confidence, and helped deliver a resilient, flexible, consolidated contact center with reduced risk and improved customer experience.

National Australia Bank

Graham Cronin

Head of Network Services