In today’s competitive business landscape, prioritizing customer needs is paramount. Many companies are turning to modern IVR systems to enhance their customer experience. In this case study, we’ll delve into how leading brands across various sectors transformed their customer service operations by implementing state-of-the-art IVR systems.
How are modern IVR systems are revolutionizing customer service?
Implementations of the OpenQuestion IVR solution from Teneo.ai have led to significant improvements:
- Global Healthcare Company: Achieved a 20% reduction in call handling costs and saved $6M annually.
- CSG: Reduced misrouted calls by 30%, decreased call handle time, and projected an ROI of $39 million.
- Telefónica Germany: Handled over 900K monthly calls and 200K text requests, leading to a 6% increase in IVR resolution rate.
In-Depth IVR Case Studies
Global Healthcare Company’s Transformation
A leading global healthcare company faced challenges with its outdated IVR system. By implementing the OpenQuestion IVR solution from Teneo.ai, they experienced:
- 20% reduction in call handling costs.
- 37% reduction in wait times.
- 6.7% decrease in call abandonment rates.
- $6M annual savings.
CSG’s Radical Automation
CSG, a top five technology company, implemented OpenQuestion to handle almost one million voice-based requests per month. The results were:
- Reduction in misrouted calls from 60% to 30%.
- Decrease in average handle time by two minutes per call.
- Projected ROI of $39 million.
Telefónica Germany’s Omnichannel Excellence
Telefónica Germany implemented OpenQuestion to support industry-leading contact center customer experience. The solution led to:
- 6% increase in IVR resolution rate.
- Handling of over 900K monthly calls and 200K monthly text requests.
The transformation of these companies’ customer service operations stands as a testament to the power of modern IVR systems. By prioritizing customer needs and leveraging advanced technology, businesses can significantly enhance their customer service experiences.
Stay tuned for our upcoming article on the top IVR vendors in 2025
Continue Reading:
- Customer Service IVR: A Complete Guide
- Introduction to IVR in Modern Customer Service
- Benefits of Customer Service IVR
- Challenges and Limitations of Traditional IVR Systems
- Integrating IVR with Other Customer Service Channels
- Feedback Mechanisms in Customer IVR
- Customer Service IVR Case Studies (You are here)
- Top IVR Venders in 2025
- The ROI of Implementing a Modern IVR System in Customer Service
- The Future of IVR in Customer Service