Empowering Efficiency and Scalability in Telecommunications Testing
Customer Success Story:
About AT&T
The Cyara Advantage
Reduced testing times by 91%
Enhanced testing scalability
Significantly reduced cost
Accelerated issue resolution
Before working with Cyara, AT&T's Quality Assurance (QA) team faced the monumental task of conducting all testing manually. Employees were required to dial each number and navigate interactive voice response (IVR) prompts, a labor-intensive process that consumed vast amounts of time and resources. This manual approach severely limited AT&T’s ability to test the high volumes of calls required to maintain a high service quality, leading to some inefficiencies and operational bottlenecks.
With the goal of enhancing automation, diminishing manual efforts, and streamlining their processes, AT&T assessed multiple solutions. Ultimately, they determined that Cyara offered superior ease of use and enhanced capabilities when compared to other market offerings. This made Cyara the ideal choice for their testing requirements.
The Challenge
By implementing Cyara Velocity and Pulse, AT&T improved their ability to automate their IVR scenario testing, resulting in significant resource and time savings. Together, Velocity and Pulse made it possible for the team to accelerate innovation with automated functional and regression tests, and monitor CX in real time from the customer perspective. Overall, this led to an increase in team efficiency and a decrease in costs.
AT&T’s System Test team now utilizes automation for all their testing needs. During production deployments, testing requirements surge significantly. Cyara enables the team to conduct numerous test calls concurrently, eliminating the need for human intervention and lengthy test cycles. This allows the team to concentrate on other essential tasks and projects. Additionally, Cyara facilitates easy scaling of the team’s testing efforts based on their deployment cycles.
The Solution
I'd definitely recommend [Cyara], it has a lot of great features
- Steve Correa, Senior System Engineer, AT&T
Cyara's CX Transformation Platform provides AT&T with assurance that their environments continuously operate as intended. If any issues do occur, the platform immediately alerts the team, enabling more prompt resolution. Steve Correa, Senior Engineer at AT&T, emphasizes that when problems do arise or the team has questions, Cyara consistently offers prompt assistance or advice, ensuring smooth operations.
Outcomes
A 91% reduction in testing times when compared to manual testing.
Reduced Testing Time:
Cyara allowed the team to better handle surges in testing requirements during production deployments.
Enhanced Testing Scalabilities:
By streamlining and automating processes, AT&T achieved notable cost reductions.
Cost Reduction:
Cyara's alerts and responsive support enabled the team to swiftly resolve any issues or queries, ensuring uninterrupted operations.
Prompt Issue Resolution:
AT&T found Cyara to be intuitive and easy to implement, making the transition smoother and more efficient.
Intuitive and Easy Implementation:
By applying Cyara's advanced testing solutions, AT&T has transformed its testing processes, realizing unprecedented efficiencies, cost savings, and operational reliability, enhancing their ability to deliver superior customer experiences on a global scale.
After witnessing substantial enhancements to their IVR processes and testing efficiency, AT&T is now exploring opportunities to broaden their application of Cyara to include future testing needs for conversational AI with Cyara Botium.
The Journey Continues
Learn More about Velocity
Learn More about Botium
Learn More about Pulse
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AT&T Inc. is a global powerhouse in telecommunications, media, and technology, boasting over 100 million wireless subscribers in the United States alone. As one of the world's largest and most recognized companies, AT&T delivers an extensive range of services including wireless communications, broadband, digital TV, internet services, local and long-distance telephone services, telecommunications equipment, managed networking, and wholesale services. AT&T is committed to enabling the essential connections that empower people to thrive in every aspect of their lives—from personal communications to professional endeavors, and everything in between.
- Steve Correa, Senior System Engineer, AT&T
Cyara was definitely much more intuitive than the competition. It really was an easy tool to use and very easy to implement.
