How a leading European financial services provider used one-time load testing with QuickTest to uncover hidden failures, boost performance, and protect thousands of customer interactions before peak season.
The Power of One-Time Load Testing at Scale
How one strategic test helped a European financial services leader protect over 3,000 customer calls per hour and cut silent failures by 99.5%—all before peak season arrived.
The Challenge
As a key player in European financial services, the client supports hundreds of banks and their end customers with a mission-critical contact center. With seasonal call volumes set to spike, the team needed to validate whether their Genesys Engage platform could support over 2,000 concurrent inbound calls without compromising customer experience.
Day-to-day operations were stable—but peak conditions were a black box. Without visibility into how their platform would perform under pressure, there was no way to know where hidden risks might emerge.
The Solution – QuickTest
To uncover potential failure points, the client partnered with CloudCX to run a one-time, production-safe load test using QuickTest. Designed to replicate real-world customer behavior at scale, QuickTest allowed the team to safely simulate high call volumes across multiple entry points—without impacting live systems.
In under 48 hours, the test was set up and executed, revealing critical issues like carrier-side throttling and routing failures. Armed with actionable diagnostics, the team resolved three major blockers and repeated the test. The result: a dramatic leap from 48.5% to 99.5% call success rate.
Results Achieved
✔ 99.5% call success rate under peak load, up from 48.5% in just 12 weeks
✔ 3,000+ customer calls per hour protected from silent failure
✔ Three high-risk issues diagnosed and resolved, including CPS and routing limits
✔ Zero impact to live systems, with all testing conducted safely in isolation
✔ <48 hours to full test setup, with no infrastructure changes required
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