Case Study: AstraZeneca achieves 80% call containment and millions in annual savings with Genesys Cloud

AstraZeneca A remedy for IVR growing pains

AstraZeneca, a global biopharmaceutical company, faced mounting operational strain from a patchwork of vendor-managed IVR systems across multiple brands. In a highly regulated industry with frequent marketing changes, minor updates could take four to eight weeks and cost thousands of dollars, caller containment was only about 40%, and IVR data was fragmented and not actionable.

Genesys Cloud replaced the disparate IVR landscape with a unified, on-demand cloud voice platform (built for one brand in a week), centralized analytics, and rapid change tooling. Within two years containment rose to 80%, live-agent calls fell by 80%, customer satisfaction improved, and AstraZeneca achieved well over $1 million in annual savings per brand while gaining real-time control and holistic reporting across programs.

AstraZeneca

John DiBrango

Channel Management, AstraZeneca Pharmaceuticals