Adactin teams up with Cyara on IVR testing in Australia

Adactin has partnered with Cyara to support Interactive Voice Response testing for Australian government agencies and enterprises.

The agreement gives Adactin access to Cyara's customer experience assurance platform as it expands its work in contact centres, conversational AI and digital transformation. It is intended to support organisations investing in AI-led customer service, cloud contact centres and digital channels.

For Adactin, the tie-up adds specialist testing and monitoring to its existing software engineering and quality assurance services. For Cyara, which focuses on testing and assurance across voice, digital, messaging and AI interactions, it brings a local services partner with experience in public sector and enterprise technology programmes in Australia and the wider Asia-Pacific region.

Demand for this work has grown as agencies and companies move more customer interactions into automated systems. Contact centres increasingly rely on conversational AI and cloud-based tools, increasing the need to verify that applications function properly, customer journeys work as expected and systems meet compliance requirements.

Testing focus

Interactive Voice Response systems remain central to many contact centres, particularly in government and regulated sectors, where call routing, authentication and information delivery often depend on automated phone systems. Testing these systems has become more complex as organisations connect them to broader digital services and AI tools.

Cyara's platform is designed to identify issues that scripted testing may miss, particularly when AI systems generate responses or make decisions in less predictable ways. This includes monitoring customer journeys, validating outcomes and checking compliance across channels.

Rosemary Cormican, Vice President, Global Partners, Cyara, said Adactin stood out for its focus on execution as well as strategy.

"What stood out to us about Adactin is how much they care about getting the delivery right, not just the strategy side. Pairing that with Cyara's ability to help teams detect hallucinations, validate decisions, and stay compliant means together, we can empower organisations across Australia and APAC to trust the AI and digital experiences they're putting in front of their own customers and citizens," said Cormican.

The move aligns with Adactin's broader push into AI assurance as customers seek stronger checks around reliability and governance. The company has built much of its business around quality engineering, test automation and performance engineering for government agencies and large enterprises.

Vab Mittal, Country Head - Australia and New Zealand, Adactin, said the partnership expands that work into customer experience assurance.

"Adactin has built a strong reputation in quality engineering, test automation and performance engineering across government and enterprise customers," said Mittal.

"Our partnership with Cyara is a significant milestone in Adactin's vision to become Australia's leading quality engineering and AI assurance partner. As organisations increasingly adopt AI-powered contact centres, conversational AI and digital channels, we recognised the need to expand our quality engineering capabilities into customer experience assurance.

"Combining Cyara's market-leading customer experience assurance platform with our responsible AI capabilities through Cyara Botium will enable Adactin to provide end-to-end assurance across digital, voice and AI-driven customer journeys. Together, these capabilities allow us to help customers deploy AI with confidence while ensuring quality, compliance and trust.

"We look forward to helping government agencies and enterprises modernise customer engagement, improve service reliability and deliver high-quality experiences at scale throughout the region with one of the most comprehensive quality engineering and AI assurance capabilities available, helping organisations validate AI applications, reduce risk and deliver trusted experiences."

Regional angle

The deal also broadens Cyara's reach through Adactin's delivery and consulting presence in Australia and APAC. That matters in government and regulated industries, where local implementation support and sector knowledge can influence procurement and deployment decisions.

Adactin is headquartered in Sydney and employs more than 300 staff. It works across cloud, AI and software engineering services, with experience in Microsoft- and AWS-based projects. The company has previously been recognised in regional growth rankings, reflecting its expansion in the IT services market.

Cyara focuses on continuous testing and monitoring for customer interactions and says its systems cover more than 350 million customer journeys each year. Its emphasis on AI governance and validation reflects a broader shift in enterprise technology spending, as organisations move from early AI pilots to live customer-facing deployments that require closer oversight.

Cormican said Adactin would add implementation and delivery depth to Cyara's partner network in the region.

"Cyara's partner ecosystem brings together a range of complementary capabilities across cloud, contact centre, telecommunications, and customer experience technologies," said Cormican.

"Adactin further strengthens this ecosystem by contributing deep expertise in quality engineering, test automation, and large-scale delivery services. Their capabilities help organisations accelerate deployment timelines, improve solution adoption, and maximise Cyara's value across enterprise, government, and regulated industry environments throughout APAC."