Case Study: Community Health Choice improves call center self-service and customer satisfaction with LumenVox

Community Health Choice Reduces Wait Times and Streamlines Open Enrollments

Community Health Choice, a nonprofit managed care provider in Texas, faced a significant challenge during its annual open enrollment period. Their outdated touch-tone IVR system could not handle the sudden influx of callers, leading to long hold times and overburdened call center agents. To improve the customer experience with better self-service options, they turned to vendor LumenVox for its Automatic Speech Recognition (ASR) technology.

LumenVox provided a flexible, composable ASR solution that was deployed as part of a new speech-enabled IVR. This allowed patients to get information 24/7 and in Spanish, not just when live agents were available. The project was completed in under eight months and resulted in an immediate return on investment, including a 40% increase in customer satisfaction scores. LumenVox's technology gave Community Health Choice the agility to easily adapt its system to future patient needs.

Community Health Choice

Lou Marianacci

CEO and President