Case Study: Communications Disorders Technology achieves scalable, reliable national phone-based hearing screening with Genesys

How Communications Disorders Technology, Inc., relies on Genesys to screen callers for hearing loss

Communications Disorders Technology, Inc. (CDT) is a nonprofit founded in 1989 that operates the National Hearing Test, a telephone-based screening developed to help adults detect hearing loss. As the test moved from research to public use, CDT’s legacy platform couldn’t handle large call volumes, led to dropped calls and occasional quality issues, and required costly third-party changes that limited flexibility just as partner-driven spikes (e.g., AARP outreach) increased demand.

CDT migrated to the Genesys Customer Experience Platform—using IVR, CX Builder and inbound voice engagement—to run the randomized hearing sequences, capture real-time data, and make rapid configuration changes. The result: a scalable, reliable service that handles volume spikes, delivers faster insights, reduces time and cost to update the system (changes now take under an hour), improves completion rates and user experience, and drives wider adoption through positive word of mouth.

Communications Disorders Technology

Alex Crowley

Project Manager for the National Hearing Test