Government agency automates testing to reduce time and streamline customer journeys

This public service agency supports around 20 million individuals with employment services, financial assistance, and retirement planning. It experiences high volumes of engagement, managing millions of inquiries and phone calls each year—particularly during benefit payment cycles and seasonal deadlines. With a focus on increasing workforce participation and supporting those with health challenges, the agency strives to improve daily life, build long-term financial resilience, and deliver efficient, impactful services while ensuring responsible stewardship of public resources.

Challenges

Launching new customer engagement capabilities via voice and chat is an ongoing requirement for high-touch agencies. However, manual testing processes don’t always go to plan and the time to find problems and fix them is expensive. This government agency wanted to stop pulling team members away from other things and to ensure more consistent launching of customer facing services. The validation and performance of engagement channels across connected applications without relying entirely on a manual process was important to keep up with customer demand.

Solution

The agency looked to the power of automation for a solution that was designed to run pre-launch tests and provide a complete view of customer journey experiences before the launch button had been pressed.

It implemented Nectar’s Customer Experience Assurance technology for testing of its call routing (voice and digital channels), call quality, recording and related services before go-live. By implementing Nectar CX Assurance, it could validate the  performance of its IVR and integrate with 3rd party test creation, execution, and reporting tools to access a more complete actionable view.

Simplify and streamline the customer journey testing so that they could deliver predictable, measurable outcomes.

Saving Time and Reducing Complexity

Manual testing time was greatly reduced, removing costly errors and ensuring staff weren’t wasting time that was better spent elsewhere. Citizens enjoy the benefits of new services without delays and have accelerated access to new ways to get connected.

Broad and Deep Knowledge of the Multi-Vendor Landscape

Nectar’s experienced staff were able to add immediate value based on a deep understanding of the agencies Genesys contact center solutions. The team helped assure the migration from the existing on-premise platform to Genesys Cloud whilst Nectar’s platform enabled the continued monitoring of experiences for agents and customers going forward.