Case Study: GDIT transforms Medicare call center efficiency with Avaya

GDIT boosts IVR handle rates from 43% to 87% with Avaya

GDIT, a Medicare call center, faced the challenge of managing high call volumes with around 200 agents handling 40,000 calls daily. Their goal was to enhance service delivery, minimize agent burnout, and reduce the number of calls requiring customer service representative (CSR) intervention. To address this, they partnered with vendor Avaya to implement advanced contact center solutions including Avaya Aura, Call Center Elite, and Avaya Experience Portal.

By transitioning to Avaya's technology suite, GDIT significantly improved its operations. The solution reduced calls needing CSR assistance from 10,000 to between 6,000-7,000 daily and dramatically increased the IVR handle rate from 43% to 87%. This optimization led to enhanced operational efficiency, substantial cost savings, and a better experience for Medicare beneficiaries, demonstrating the effective impact of Avaya's solutions.

GDIT