
Automated Testing Reduces Risk of Contact Center Consolidation, Virtualization and Service Impact at National Australia Bank
Announcement posted by Cyara 12 Feb 2013
Cyara’s Testing, Monitoring, Simulation, Benchmarking Play Key Role in Thirty-Six Separate Sites’ Successful Move to Single, Centralized, Web-Based, Virtualized Contact Center Platform
San Francisco, CA (February 7, 2013) — Cyara --a pioneer of next-generation premise and cloud solutions for contact center testing, monitoring and simulation -- today announced that NAB (National Australia Bank), one of the four largest financial institutions in Australia, successfully deployed Cyara for testing, monitoring and simulating agent and customer experience, and IVR and contact center systems and applications for Australia’s largest contact center consolidation and virtualization project to date.
“Using Cyara’s automated suite for our contact center virtualization project significantly lowered our testing costs and, more importantly, reduced the risk of customer service impact as we made changes and moved to one virtual platform,” says Graham Cronin, head of network services for NAB.
Cronin likens
such an infrastructure overhaul to “conducting maintenance on a jumbo jet while
it's still in the air.” The business
units must continue to operate as needed and customer experience goals must be
met.
NAB used
Cyara’s suite of solutions for pre-and post-migration, benchmarking existing
customer experience and documenting and managing application and systems
changes across 36 different contact centers and as they were consolidated to one virtual
system. NAB went from nine hardwired, phone-based networks to a completely
web-based, virtualized system with Genesys contact center software running over
a Cisco IP infrastructure and operating as a single, virtual platform.
“Our business
stakeholders were comfortable using Cyara because of what Cyara revealed to
them -- invaluable information about their own customer experiences,” adds Cronin.
I like Cyara
because the business likes Cyara,” says Cronin.
“Cyara is proud to be a part of a project of
this magnitude and significance,” says Alok Kulkarni, CEO, Cyara. “We have
worked with NAB before and were delighted to work on NAB’s contact center
virtualization project which is already resulting in better customer
experiences – shorter hold times and quicker resolution -- and operational
efficiencies,” says Kulkarni.
NAB previously
used Cyara in 2009 when they first introduced speech recognition and voice
biometrics and is currently using Cyara for ongoing testing, simulation and
monitoring.
“For the move
to our VCC (Virtual Contact Center) platform, Cyara was used for pre- and
post-migration benchmarking,” says Cronin.
“With Cyara, we gain insight into customer experience on a regular basis
and understand, from a customer’s perspective, the customer impact of using our
technology,” says Cronin.
NAB also used
Cyara for load and functional testing of systems and applications and used
Cyara Outbound Testing™ to test outbound collection calls made by one of the
business units during the transition to the VCC platform.
“Being able to simulate and do forward-looking
testing in terms of end-to-end systems was critical given the quite complex
group of technologies that we put together,” says Cronin. “And Cyara Outbound
and their team helped tweak the system to fit our environment and the
collections business in particular.”
For an in-depth case study on the Cyara deployment at NAB, please go to:
National Australia Bank Case Study.
About NAB
National Australia Bank is a financial services organization with over 12 million customers and 50,000 people, operating more than 1,750 stores and service centers globally. The company’s major financial services franchises in Australia are complemented by businesses in New Zealand, Asia, the United Kingdom and the United States. For more information, please visit NAB at http://www.nab.com.au/
About Cyara Solutions
Cyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for testing, monitoring and simulating IVRs, Voice Biometrics, Outbound Dialers, Voice Callback and Contact Centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner. Cyara ensures exemplary system operation emulating live calls without requiring or impeding live customers or agents.
© 2013 Cyara Solutions. All rights reserved.