Case Study: a prominent Australian Government Agency strengthens cyber incident contact center resilience with Operata

Prominent Australian Government Agency - Customer Case Study

A prominent Australian government agency, responsible for national cyber defense and public advice, faced a unique challenge with its new Amazon Connect contact center. The critical service needed to reliably scale during a cyber incident while also protecting itself from potential voice denial of service attacks. To ensure the platform was secure and robust before launch, they engaged Operata to performance test the environment under extreme load and malicious call patterns.

Using its Operata Assurance service, Operata delivered a comprehensive testing campaign that replicated both legitimate and malicious caller behavior. Over two weeks, Operata successfully delivered 70,000 test voice minutes, captured millions of performance metrics, and identified issues in real-time. This provided the agency with the evidence and confidence that the service could perform under extreme duress, allowing them to confidently proceed with offering the critical service to the public.