Customer Testimonials

PumpCX: The Assurance Backbone of NTT DATA’s Managed CX & Project Delivery Platform

“PumpCX provides the assurance foundation for our project delivery and managed services platform, enabling us to identify issues early and deliver verifiable insights that help maintain reliable customer experiences across complex environments.

Over the past decade, there has been a significant shift of customer experience and contact centre solutions toward cloud, hybrid cloud, and CCaaS models. In this evolving landscape, PumpCX has become a key pillar of our services capability — particularly in enabling proactive, end-to-end monitoring across increasingly distributed systems.

Following an extensive evaluation of multiple solutions, we selected PumpCX as a strategic assurance capability within our Managed CX service portfolio. The platform enables continuous validation of customer journeys and provides the operational evidence our teams require to maintain service quality, compliance, and governance across multiple technologies and vendors.

PumpCX aligns closely with our broader platform strategy and integrates eIectively with key enterprise systems including telephony platforms, ServiceNow, and DevOps toolchains. This integration enables consistent validation and assurance across our entire operational ecosystem.

Beyond the technology, PumpCX has proven to be a dependable long-term partner, with collaboration and innovation at the core of our relationship. Their structured deployment approach enabled rapid adoption, and the platform continues to operate as a stable, low-overhead assurance capability across both managed services and project engagements.

After more than eight years of working together, PumpCX is a trusted and embedded component of our go-to-market platform and delivery model. We look forward to continuing our partnership as we evolve and expand our global customer experience services.”

Michael Slip

Senior Director, GTM – CX & Collaboration, NTT DATA – ANZ

“PumpCX has significantly enabled Bupa to progressively and rapidly uplift our telephony system. With robust and consistent results, we were able to make evidence-based decisions on optimizing our IVR without compromising the call quality or system performance. Before we embarked on a 2-year journey to transform the technology in our contact center, we had no way of running automated performance testing or health checks.

Previously, a support resource had to manually call throughout the IVR call tree on the weekend to make sure everything was okay before the contact center opened on Monday.

Since then, we have progressively introduced new customer-focused capability into our IVR and have amassed over 200,000 test calls with an average success rate of 96%. Day-to-day monitoring has also been automated with regular health checks and scheduled regression tests after regular patch updates.

Highly recommended!”

Richard Tinker

Delivery Manager, BUPA