Case Study: Vodafone NZ achieves proactive CX monitoring and faster issue resolution with Cyara

Proactive Monitoring Elevates Customer Experience CUSTOMER SUCCESS STORY | VODAFONE NZ “If you are serious about customer experience, if you’re serious about proactive monitoring, then these are the right solutions for you.” —Phillip Moore, Operations and

Vodafone New Zealand, a major telecommunications provider with ~2,000 employees and nearly 3 million customer connections, needed to improve customer experience and reduce reputation risk caused by undetected IVR and contact-centre failures. Legacy, on‑prem monitoring offered limited visibility and blocked DevOps automation, so operations teams often learned about outages only after customers reported them.

Vodafone moved to Cyara Pulse’s cloud-based CX monitoring, using REST APIs, automated daily IVR pre-checks and a PagerDuty integration to route failures to engineers. The platform immediately caught a previously undetected IVR/network fault, delivered 847,940+ automated test calls, enabled 100% proactive network testing, saved significant staff time, sped up issue resolution and boosted the SOC’s reputation through more proactive customer care.

Vodafone

Phillip Moore

Operations and OSS Manager