Peak conditions had never been tested.
Reliable day-to-day operations did not reveal how the platform would behave under real load. Without a safe way to simulate peak traffic, readiness depended on assumptions.
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.
CloudCX customer success story
One strategic load test.
3,000+ calls protected per hour.
How a leading European financial services provider used CloudCX to uncover hidden peak-load failures and improve call success from 48.5% to 99.5% before peak season.
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99.5%call success rate under peak load, up from 48.5%
3,000+customer calls per hour protected from silent failure
3 issueshigh-risk issues diagnosed and resolved
<48 hoursto test setup, with no infrastructure changes required
The challenge
Stable every day. Unproven at peak demand.
The provider supports hundreds of banks and their customers, handling thousands of time-sensitive inbound calls each day. Seasonal traffic was rising, and subtle signs were emerging: delayed connections, more abandoned calls and occasional unexplained drops.
The team needed to know whether its Genesys Engage platform could handle 2,000 simultaneous inbound calls for 30 minutes or more, and where carrier, routing or calls-per-second bottlenecks might appear.
Silent failures could disrupt critical calls.
A missed or delayed call could mean a lost opportunity, a damaged customer relationship or a compliance risk. The organization needed evidence before the next peak season.
The CloudCX approach
Simulate the pressure. Find the failure points.
CloudCX ran a one-time, production-safe load test replicating customer call behavior across multiple phone numbers, entry points and call pacing scenarios. Testing took place safely in isolation, with no disruption to live operations.
Simulate
Recreate peak inbound call volumes and realistic customer calling patterns.
Diagnose
Use detailed diagnostics to see exactly when, where and why calls fail.
Remediate
Bring IT, telco teams and vendors together to resolve the bottlenecks.
Retest
Repeat the load test to validate improvements under peak conditions.
The first test revealed the hidden risk.
During the first test cycle in November 2024, over 50% of simulated customer calls failed to connect. Connection timeouts and suspected carrier-side throttling exposed issues that could have disrupted thousands of live interactions per hour.
The second test proved the improvement.
Using CloudCX diagnostics, the organization resolved three high-risk issues, including CPS limits and routing failures. After remediation, 99.5% of calls connected without error. Call success improved from 48.5% to 99.5% in 12 weeks.
Business impact
Peak-season confidence backed by measured results.
99.5% call success under peak load, up from 48.5% in just 12 weeks.
3,000+ customer calls per hour protected from silent failure during future high-traffic events.
Three high-risk issues diagnosed and resolved, including CPS limits and routing failures.
Zero impact to live systems, with all testing safely isolated and no infrastructure changes required.
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