Case Study: WoodmenLife enhances customer experience with Concentrix IVR

WoodmenLife reduces contact center wait times by 43% with Concentrix Catalyst

WoodmenLife, a not-for-profit life insurance and retirement provider, faced increasing call volumes and operational costs that threatened its legacy of superior member service. Seeking a cloud-based solution to enhance customer experience and provide scalability, they partnered with Concentrix Catalyst to implement a next-generation, speech-enabled IVR system.

Concentrix Catalyst delivered a consultative approach and guaranteed performance, implementing a digital-first IVR that provided self-service options. This solution achieved a 35% IVR containment rate, reduced average wait times by 43%, and improved call abandon rates by 40-50%, significantly cutting costs and improving member satisfaction for WoodmenLife.

WoodmenLife