Case Study: New Zealand Ministry of Social Development achieves 40% cut in manual testing and faster time-to-market with Cyara

New Zealand Ministry of Social Development - Customer Case Study

New Zealand’s Ministry of Social Development (MSD) runs the country’s largest government contact center network—20 sites with over 2,000 agents—supporting critical social services for more than a million citizens. Faced with limited manual testing coverage and a carrier change that required porting 22,000 numbers, MSD needed a faster, more reliable way to validate call routing and maintain mission‑critical service levels.

MSD deployed the Cyara automated testing platform to run large-scale number‑porting checks and daily customer‑experience tests. The solution cut manual testing effort by about 40%, enabled rapid validation of 22,000 DDI numbers, provided proactive alerts for issues, sped time‑to‑market for new initiatives, and now supports routine monitoring so staff can focus on critical tests and other projects.

Ministry of Social Development

Brent Ludlam

Voice Manager