Customer Case Study on Test Automation: Avoiding Surprise Outages and Proactively Shaping CX | Provided by Cyara | TechWell

Watch this video interview to hear from Mahadevan (Maddi) Krishnan, Head of Resource Planning at Vitality and a key player in the insurance sector. Maddi explains how CX test automation in the contact center has helped them eliminate P1 issues after system upgrades and changes, gain visibility into the root cause of failures stemming from third-party platform providers, and focus their Monday mornings on high value work instead of fixing defects.

Learn how Vitality:

  • Put a stop to overnight and weekend outages that went undiscovered until the next business morning
  • Released system upgrades and changes with confidence that the customer experience would not be impacted
  • Mapped, identified, and reshaped sub-optimal IVR journeys

 

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