National Australia Bank Deploys Cyara

By Robbie Pleasant
TMCnet Contributor

Cyara is reaching across the world, with its contact center testing, monitoring, and simulation tools being deployed by the National Australia Bank (NAB). Thanks to Cyara, the bank successfully moved to a single, centralized, virtualized contact center platform, helping make its contact center faster and more efficient.

With Cyara’s suite of solutions, NAB managed to migrate, document, and manage application and system changes as 36 contact centers were consolidated into a single system. This took it from nine phone-based networks to one web-based virtualized system, using Genesys (News - Alert) contact center software on a Cisco IP infrastructure.

Furthermore, NAB is using Cyara for load and function testing of its systems and applications. It’s also testing outbound collection calls with the Cyara Outbound Testing, ensuring that all the systems are fully functional after the move.

“For the move to our VCC (Virtual Contact Center) platform, Cyara was used for pre- and post-migration benchmarking,” says Graham Cronin, NAB’s head of network services. “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.”

Of course, NAB had to maintain business and operations as usual during the overhaul, which proved a challenge, but one that Cyara met exceptionally well. Now that everything has been virtualized and consolidated, testing costs are down and customer service is up.

National Australia Bank seems more than pleased with the end result, thanks to Cyara. With it testing, monitoring and simulating agent and customer experience, as well as IVR and contact center systems and applications, business for NAB has never been more efficient and reliable before. The move to a consolidated system went without a hitch, and all is well for both bank and business.