Case Study: NYU Langone Health achieves improved patient satisfaction and multilingual IVR support with Easy On Hold

NYU Langone Health - Customer Case Study

NYU Langone Health faced inconsistent and potentially frustrating telephone experiences for patients across different ages, languages and cultures. To streamline call handling and build caller trust, NYU Langone Health engaged Easy On Hold to review call flows and produce tailored telephone IVR prompts (voice recordings) that account for patient demographics and confidentiality concerns.

Easy On Hold delivered roughly 1,000 IVR prompts across NYU Langone’s offices and phone systems, providing voiced greetings and announcements in English, Spanish, Korean and Russian and continuing to supply fast-turnaround recordings. The work met NYU Langone’s technical specifications and, per the customer’s review, has played a role in improving patient satisfaction by reducing caller frustration and increasing awareness and access to services.

NYU Langone Health