Case Study: Client modernizes IVR banking and boosts containment with Concentrix Catalyst

Client boosts IVR containment to 83.2% with Concentrix Catalyst

The client, a leading credit union, faced the challenge of modernizing its outdated banking IVR system. They wanted to increase functionality, reduce reliance on hardware, and boost member satisfaction while decreasing calls transferred to advisors. They approached Concentrix Catalyst to address this.

Concentrix Catalyst designed and implemented a new cloud-based IVR application using natural language processing via Amazon Web Services Lex. This allowed members to use their voice for tasks instead of navigating touch-tone menus. The solution significantly improved the experience, resulting in a 28% increase in IVR utilization, an 83.2% containment rate, and a 4.3% improvement in customer satisfaction scores for the client.

Client