Case Study: The National Hearing Test achieves scalable, reliable phone-based hearing screenings with Genesys

Communications Disorders Technology Powering The Phone-Based National Hearing Test With Genesys

Communications Disorders Technology, Inc. (CDT), founded in 1989, operates the National Hearing Test—a nonprofit, phone-based screening developed with NIH funding to identify adult hearing loss. As the test shifted from research to broad public use and partner campaigns (AARP, Duracell), CDT’s original platform couldn’t handle large or spiking call volumes, risked dropped calls and quality issues, and was slow and costly to change because it was outsourced.

CDT moved to the Genesys Customer Experience Platform (IVR, CX Builder, Inbound Voice Engagement), gaining scalable, reliable call handling, randomized test sequencing, real-time analytics, and the ability to make changes in minutes. The outcome: smoother handling of high-volume spikes, improved completion rates and user experience, significant time and cost savings, and broader adoption driven by positive word-of-mouth—enabling CDT to scale and add future features like visual components and speech recognition.

The National Hearing Test

Alex Crowley

Project Manager