Telecom Leader Scales UAT and Boosts Release Quality with Customer Experience Testing Automation

By adopting automated customer experience testing, this Canadian telecom leader
accelerated test cycles by 75%, expanded coverage across digital and voice channels,
and sped up defect resolution—allowing the UAT team to deliver more, faster, without
adding resources.

The Challenge

For a leading Canadian telecommunications provider, rapid digital growth introduced
significant complexity into their customer journeys. From IVR systems to conversational
AI agents, the provider needed to ensure every customer interaction was seamless.

But the UAT team’s manual testing approach couldn’t keep up.

• Slow testing cycles: Regression tests took weeks, delaying releases.
• Coverage limitations: Expanding customer journeys created gaps in quality
  assurance.
• Delayed issue resolution: Defects were often detected late, slowing
  development and putting customer experience at risk.

   

To maintain agility and deliver reliable customer experiences, the provider needed to fundamentally rethink how testing was done.

The Solution

With GlobalCX, the telecom provider adopted automated AI voice & chat testing—a solution designed to validate customer journeys at scale across both digital and voice channels.

The UAT team quickly gained:

• Faster Regression Testing: Automated execution turned multi-week testing cycles into days.
• Broader Test Coverage: Thousands of customer journeys, including voice bot and IVR paths, were validated without expanding team size.
• Faster Defect Resolution: Immediate test feedback allowed defects to be identified and fixed earlier in the release cycle.
• Agility in Delivery: With automation, the UAT team could keep pace with the company’s agile development model, supporting faster daily releases.

The Results

The transformation delivered clear business value:

• Reduction in testing time across regression cycles.
• More defects detected earlier, reducing rework costs and customer-facing issues.
• Expanded coverage across voice, chat, and digital channels, ensuring end-to-end reliability.
• Accelerated release cadence, enabling faster innovation in IVR and voice bot capabilities.

In Summary

By shifting to automated AI voice & chat testing, this telecom provider transformed its UAT function from a bottleneck into a driver of agility. The UAT team now delivers broader coverage, higher quality, and faster turnaround times—empowering the business to innovate with confidence and meet customer expectations across every channel.

At GlobalCX, we help organizations move beyond manual testing, giving teams the automation tools they need to scale, deliver faster, and achieve exceptional customer experiences.