Company: Cyara
Industry: Software and Technology
Cyara helps organizations achieve flawless customer experiences through automated testing and monitoring that simulate real world customer interactions across IVR, voice and digital channels. If your CX needs to be the best, it needs to be assured by Cyara.
Challenge
As a global leader in CX testing and monitoring, Cyara supports Fortune 500 companies across multiple regions, handling billions of customer interactions through its cloud-native architecture. This vast scale introduces complex challenges, including the need to monitor distributed systems in real time while ensuring actionable insights. Cyara’s product lines were expanding organically and through acquisitions, further increasing the complexity of its observability needs. Additionally, cost optimization was a priority, as maintaining efficient infrastructure while scaling globally required a cost-effective solution. Lastly, incident management needed to evolve—while the company had a solid foundation, there was room to improve response times and overall operational efficiency.
Solution
Cyara’s transition to Grafana Cloud was driven by the opportunity to reassess its observability strategy when its previous monitoring contract was up for renewal. Grafana emerged as the ideal choice due to its cost efficiency—offering a 30% reduction in costs compared to the previous vendor—along with its ability to integrate multiple data sources and centralize alerting. The platform’s flexibility allowed Cyara to grant specific access permissions to different teams, ensuring security while enhancing collaboration. Furthermore, Grafana’s API integration capabilities enabled innovative approaches to scaling infrastructure, such as dynamically adjusting resources based on real-time service performance rather than relying solely on traditional CPU and memory metrics. By implementing Grafana, Cyara not only improved monitoring and compliance but also streamlined operations and significantly enhanced incident management.
Impact
- Incident response improvement: Centralized alerting, faster issue detection.
- Cost savings: 30% reduction in monitoring costs; additional AWS cost optimizations.
- Compliance support: Ensured regional data residency for customer contracts.
- Scalability under load: Successfully handled 11 million logs in 15 minutes.
- Collaboration & onboarding: Alerting dashboards became live documentation for new engineers.
- Innovation in auto-scaling: Used Grafana metrics to trigger AWS Lambda-based scaling, reducing premature scaling costs.
“Grafana has become a central hub for us—not just for data and monitoring, but for driving business value and enhancing customer satisfaction. It empowers us with innovation, greater success, and a 30% cost savings over our previous vendor.”
Brendon Ghumman, Director, CloudOps, Cyara
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