What we understand about LPL Financial
Everything below comes from public sources, listed at the bottom of the page. If we have any of it wrong, tell us and we will correct it.
Industry
Financial services[2]
A regulated space where a dropped or misrouted call is a client issue, not just a ticket.
Size and location
About 15,000 people, US[2]
Large enough that contact center changes touch many teams at once.
Who you serve
Advisors and their clients[2]
Both B2B and B2C, so the phone and digital paths carry two different audiences.
Contact center
NiCE CXone[3]
Cyara tests and monitors CXone directly, so nothing new has to be built to get started.
Infrastructure direction
On-prem moving to AWS[1]
An AVP Infrastructure role is open to lead this work.
Data work in flight
Snowflake and AWS warehouse[1]
Data warehouse modernization is running alongside the infrastructure move.
The AVP Infrastructure hire tells us the move is real
LPL Financial is hiring an AVP Infrastructure to lead the shift from on-prem systems to AWS, with data warehouse modernization on Snowflake and SQL running next to it.[1]
When a company hires at that level for a migration, the plan is funded and the date is set. That is good news for the roadmap, and it is also the point where customer-facing journeys are most exposed. Call routing, authentication steps, hold treatment, and hand-offs to advisors were built up over years on the old setup. Most of that behavior lives in configuration and habit, not in a document.
What is at risk
A journey that quietly changes after cutover: a menu that routes to the wrong queue, an authentication step that fails for some callers, a hand-off that drops.
What is hard to see
Nobody has a full, current map of how every call path behaves today, so there is no clean baseline to compare the new environment against.
What manual testing costs
Hand-dialing a few dozen paths before go-live covers a small slice of real traffic, and it has to be repeated every time something changes.
Prove the new environment matches the old one, before go-live
Cyara is a customer experience assurance platform. It tests and watches voice, digital, messaging, and AI assistant paths, and it works with NiCE CXone out of the box. On a migration, the job is simple to describe: capture how things work now, then prove the new setup does the same thing.
Map what exists today
Cyara walks your current call paths automatically and produces a current, accurate picture of them. That becomes the baseline nobody had to write by hand.
Compare the new build against it
Run the same journeys against the AWS and CXone environment at real volume, and see exactly where behavior differs while there is still time to fix it.
Keep watching after cutover
Test calls keep running on a schedule, so a broken path shows up as an alert to your team instead of a complaint from an advisor.
A company like yours
TD Bank Group, one of the largest banks in North America
Their phone experience had grown past what manual, key-press testing could cover, across more than 27 million customers and three languages. They moved that testing to Cyara.[4]
~75%
shorter regression cycles, from about 4 weeks to 1 week
~80%
of call flows covered by automated testing
350,000+
test calls run over about two and a half years
"When it comes to speeding up the testing process, Cyara is truly transformative. We can now seamlessly automate both in-sprint and regression, marking a pivotal advancement in testing."
This sits next to the work you are already doing
Cyara does not replace anything in your migration plan and does not change how you build on AWS. It adds the proof step: a clear before picture, a side by side check of the new environment, and ongoing monitoring once you are live. Your team keeps owning the move. Cyara gives them evidence that the customer side came through it intact.