Case Study: a leading telecom provider reduces IVR costs and boosts engagement with Gyst Technologies

Reduced OpEx Costs and Improved IVR Engagement by 20.6%

A European telecom provider with over 16,000 employees sought to reduce its contact center operating costs and improve its customer experience. They partnered with Gyst Technologies to gain actionable insights into caller behavior and optimize the performance of their IVR system.

Gyst implemented a solution that dynamically adjusted the audio playback rate of voice prompts based on individual caller skills, which was tested on over 60,000 calls. This technology from Gyst led to a 20.6% increase in IVR engagement and a 16.2% reduction in caller errors. The solution also decreased the average handle time by 11 seconds, resulting in significant operational cost savings and a better customer experience.