CASE STUDY
Increased automation improves efficiency
Cyara has quickly paid off in a number of other areas as well , notably in terms of time savings and efficiency across teams .
Tony Korving , Manager of Contact Center Operations at Vodafone NZ , pointed out that one of the most frustrating facets of issue resolution for any organization tends to be the amount of time lost in the process of reporting a problem – from identifying the issue , to creating a ticket , to getting that ticket to the right person to solve it .
Using an API integration , Vodafone simplified this time-consuming process by enabling failures identified by Cyara to flow through to their PagerDuty ticketing application . shine through ,” Moore said . He added that the team is now alerted to issues as soon as they occur , which means they can immediately begin work to resolve them for customers .
Moore considers this proactive engagement in heading off errors especially critical , knowing that government and large financial organizations are customers of Vodafone NZ , many of whom will be calling in with highpriority or sensitive inquiries .
Errors in an IVR never occur just once , Moore continued . They continue to occur over and over , with each customer call , until the error is either caught internally by IVR testers or reported by a customer .
Improved customer perception and reputation
This quickly alerted engineering whenever an issue was found that might impact the contact centers , such as a loss of service , loss of trunks , bad SIP responses , IVRs being down , etc . Teams are now able to respond in a much more efficient , targeted manner because of this high level of visibility into where and when an issue is occurring .
Visibility enables proactive customer care
Based on feedback from customer service delivery managers , Moore believes that the reputation of Vodafone NZ ’ s service operations center ( SOC ) has improved substantially by utilizing the solutions that Cyara gives them , both within the organization as well as externally among business customers .
Customers know that the service is in good hands because of Vodafone ’ s proactive approach to monitoring .
The end result for Vodafone NZ is that the team now excels at delivering proactive responses , empowered by the solutions for automated testing and monitoring they have gained with Cyara .
“ We ’ re very proactive . Making our experience remarkably simple for customers is our number one goal , so we ’ re pleased to see the positive benefits
“ You don ’ t actually have to have someone monitoring the dashboard 24 / 7 . We ’ ve got technology that ’ s doing that for us .” said Korving .
He added : “ Basically , Cyara provides confidence that you ’ ve got a good service and that it ’ s up and running and that when something does go wrong , we can react quickly to it , in the moment .” p
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