Case Study: US Retail Energy Leader achieves two-month project reduction and under-24-hour regression testing with Cyara

US Retail Energy Leader - Customer Case Study

A large U.S. retail energy leader facing a post‑merger transformation needed to scale from 23 million to 43 million calls a year, consolidate 12 call centers and two different CX platforms (Avaya and Rockwell/IBM WebSphere IVR), unify network circuits, and balance a high‑touch and self‑service customer experience — all on a compressed 13‑month timeline. To avoid service outages and meet their deadline and budget, they brought in Cyara for automated CX testing and monitoring.

Using Cyara Functional, Load, Monitoring (and later Outbound), the team automated UAT and regression testing, expanding test coverage from 240 to 4,500 cases, cut regression testing from two weeks to under 24 hours, and reduced troubleshooting time in the pilot by 80%. The automation saved an estimated $396,000 in UAT costs, shaved two months off the project, enabled QA of the consolidated environment in three weeks, and delivered the consolidation on time and on budget while improving overall customer experience.