Prove performance beyond a baseline test.
Successful deployment did not establish whether peak traffic would cause voice degradation, connection failures or agent delays.
CloudCX customer success story · Health insurance
From uncertainty to confidence.
Proven at full scale.
How a leading Australian health insurer used CloudCX to simulate 500 Genesys Cloud CX agents and 550 concurrent calls, uncovering a hidden network routing issue before go-live.
Read the full customer story
500 agents. 550 calls. One hidden bottleneck.
Discover the three-phase test approach, the SBC routing issue and the results after the fix.
500+agent logins tested within the client infrastructure
550concurrent test calls used to validate peak-load performance
100%call success after the fix, up from 70% in initial peak-load testing
<48 hoursto full test setup, with no production system changes required
The challenge
Deployed successfully. But ready for peak demand?
The insurer had migrated its contact centre to Genesys Cloud CX, supporting more than 500 agents nationwide. Before go-live, the team needed to prove that its voice network, IVR journeys and agent login workflows could perform reliably under full load.
Test the agent connection as well as the call.
The team needed to validate full agent login flows within its own infrastructure and isolate whether any failures came from the platform or the network and routing path.
The CloudCX approach
Simulate demand. Isolate the cause. Validate the fix.
CloudCX exercised end-to-end customer journeys, from IVR navigation to agent connections, under controlled and measurable peak-load conditions.
Baseline
Validate basic performance with 100 agents and 100 calls.
Peak load
Simulate 500 agents and 550 concurrent calls to mirror real-world pressure.
Isolation
Run 550 calls without agents to separate platform capacity from agent-path behaviour.
Revalidation
Retest agent login and routing paths after the SBC configuration was corrected.
The issue only appeared under load.
The baseline achieved 100% call success. During the initial 550-call test, only about 70% of test cases completed, although voice quality remained high on connected calls.
Isolation revealed a routing bottleneck.
All 550 calls succeeded when agents were removed from the test. Investigation traced the failure to a session routing misconfiguration in the SBC that dropped agent connections under high load.
Business impact
Launch confidence backed by test evidence.
100% success across all 550 test calls after the fix.
Consistent customer and agent MOS scores above 4.25 in the final test.
A hidden SBC routing failure identified and corrected before customer impact.
Genesys Cloud CX launched with no voice-related issues.
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See what full-scale testing uncovered.
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