Case Study: UK Financial Services Leader cuts testing time by two-thirds and raises IVR satisfaction by 15 points with Cyara

UK Financial Services Leader - Customer Case Study

A major UK-based financial services group handling around 100 million calls a year needed to simplify a crowded IVR, reduce high transfer rates to agents, and deliver a new natural language speech experience under a tight timeline and limited testing resources. The project required over 1,000 test cases and threatened to stretch the launch schedule and staffing unless testing could be accelerated and automated.

They implemented Cyara (Cruncher, Pulse, Replay) for automated testing, phased deployment and active monitoring, cutting estimated testing time from 12–14 weeks to 5 weeks and reducing testers required from 15 to 4. The new IVR delivered a 15-point lift in satisfaction (52% favorable), halved IVR complaints, cut average hold time by 14 seconds, reduced transfers by 8–10%, and now supports ongoing biweekly deployments and continuous monitoring across the business.