Case Study: Santa Clara Valley Medical Center achieves sub-2-minute wait times and fewer dropped calls with Enghouse Interactive

Santa Clara Valley Medical Center Improves Patient Care with IVR

Santa Clara Valley Medical Center (SCVMC) faced long patient phone wait times and high dropped-call rates while serving a highly diverse community that requires language support in dozens of languages. Their legacy IVR funneled everyone into a single queue, producing average waits of over 27 minutes and dropped calls more than 30%. To address this, SCVMC engaged Enghouse Interactive for a modern contact-center/IVR solution.

Enghouse Interactive implemented a new, intelligent IVR with support for nine languages, caller pre-sorting (established, new, episodic), and specialty queues for insured types, aligned with SCVMC’s Rapid Transformation process. Over six months the changes cut average wait times from over 27 minutes to below 2 minutes and reduced dropped calls by more than 17%, improving call quality and patient access.

Santa Clara Valley Medical Center

Greg Price

Deputy Director of Ambulatory Care