How Simulating 500 Genesys Cloud CX Agents Helped Ensure Network Reliability at Scale
A leading Australian health insurer partnered with CloudCX to proactively validate their Genesys Cloud CX deployment under real-world pressure. Using QuickTest, they simulated 500+ agents handling live calls to uncover and fix a critical routing issue, before it could impact customers. The result: full confidence in their platform at go-live, with zero downtime and 100% call success.
The Challenge
As part of a large-scale transformation, this health insurer migrated its contact center to Genesys Cloud CX to support over 500 agents serving customers nationwide. While the system had been successfully deployed, there was still one major question: could it perform reliably at full load? With the risk of degraded service, dropped calls, or agent login delays, they couldn’t afford to guess. They needed visibility before go-live.
The Solution – QuickTest
The insurer engaged CloudCX to run a full-capacity load test using QuickTest, the only solution that could simulate both agent login flows and high-volume calls within their production-like infrastructure, without impacting live traffic.
The Result
- 100% success rate post-fix (up from 70%)
- Over 500 agent logins validated end-to-end
- Zero impact to production during testing
- <48 hours to full setup, no system changes required
- Genesys Cloud CX went live with no voice-related issues
- One hidden SBC routing failure caught and corrected before customers noticed
- Consistently high MOS scores above 4.25 during final test
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