Case Study: Sky achieves stable, high-quality customer experience and cost-efficient testing with Cyara

Sky - Customer Case Study

Sky, a leading entertainment provider serving 12 million customers across the UK and Ireland with 22 contact centers, faced growing pressure from high-volume interactions — roughly 60 million agent calls and 10 million self-service interactions yearly. Their testing was largely manual, repetitive and slow, creating risk to production voice/IVR quality and requiring rising headcount to keep up with an expanding portfolio of self-service applications.

Sky expanded its use of Cyara (Replay and Pulse) to automate testing and proactively monitor production call quality and routing. Automated scripts increased test coverage, shortened release cycles, and gave early alerts to voice-quality issues so teams could fix problems quickly. The result: greater agility, continuous regression testing with far less manual effort, and about a 50% reduction in test-resource cost per project while maintaining service quality for customers.

Sky

Rob Quigley

CT Operations Manager