CASE STUDY however , Vodafone NZ ’ s Manager of Operations and OSS , Phillip Moore , recognized the potential to further elevate the customer experience by taking advantage of more advanced capabilities on Cyara ’ s cloud-based platform-with cloud technology being a natural fit for his automation-driven DevOps teams .
Moore had several key objectives in mind for Cyara , including leveraging open and REST APIs to streamline and automate many of the processes that occupied his team ’ s time , preventing them from focusing on initiatives that would improve customer interactions Vodafone NZ also planned to develop customized testing schedules to execute daily checks on IVRs before business hours .
Vodafone New Zealand ( NZ ) is one of Aotearoa ’ s leading digital services and connectivity companies , with a belief that every New
Zealander will thrive with access to the world ’ s best digital services .
Vodafone is owned by Infratil and Brookfield Asset Management and remains a partner market in association with Vodafone Group .
With several large contact centers around the world serving businesses in the corporate , financial and government sectors , Vodafone NZ places a high value on customer experience and is committed to surpassing expectations . In order to meet quality guidelines set by the New Zealand government , Vodafone originally engaged with Cyara to monitor end-to-end contact center performance and provide monthly quality reporting .
DevOps team seeks out automation opportunities
Their legacy , on-premises version of the Cyara platform succeeded in fulfilling their regulatory requirements ;
CYARA HAS QUICKLY PAID OFF IN A NUMBER OF OTHER AREAS AS WELL , NOTABLY IN TERMS OF TIME SAVINGS AND EFFICIENCY ACROSS TEAMS .
This automated pre-check would help ensure these critical , customer-facing systems were up and running before customers began calling in – enabling them to proactively respond to any issues before customers were impacted .
Moore believed Cyara ’ s more sophisticated monitoring platform would enable Vodafone to check the ‘ next layer ’ of IVR functionality – not just that the IVR was running and answering calls correctly , but that it was also delivering the appropriate responses to callers . Moore was convinced that comprehensive customer journey testing would be invaluable in providing a more clear , actionable picture of the customer ’ s experience and help enhance the company ’ s service levels overall . He was about to be proven very right .
Immediate return on investment
Vodafone NZ began the transition from Cyara ’ s automated customer experience monitoring platform on-premises to the same solution delivered in the cloud .
While still in the process of setting up and testing the new cloud platform , it raised an alert about a network issue that had been going undetected by their network , device monitoring and reporting . One of their IVRs was answering calls but failing to deliver the correct responses .
So , while this was considered ‘ operational ’ on the surface , the active monitoring delivered by Cyara was able to detect the next level of IVR functionality by listening for a specific response after the call was answered – exactly the type of next-layer failure the team at Vodafone had anticipated Cyara being able to catch .
There was no way to know how long the error had been occurring or how many customers had been impacted . But Moore was glad they chose to install the upgrade when they did , “ If only we ’ d been able to turn it on a few days sooner !” he said .
62 INTELLIGENTCIO APAC www . intelligentcio . com