Case Study: a Fortune 50 telecom provider achieves a unified IVR experience and millions in annual savings with Kenway Consulting

Fortune 50 Telecom Provider in the US retires legacy IVR and saves millions annually with Kenway Consulting

Kenway Consulting was engaged by a Fortune 50 telecom provider in the US to address a challenge arising from an acquisition. The client had inherited a second, overlapping IVR platform that needed to be retired. Their primary challenge was to seamlessly migrate all customer experiences from this legacy system onto their existing CCaaS platform without disruption, which required complex data integration, application rebuilding, and new routing rules.

Kenway Consulting provided full-lifecycle support for the CCaaS migration, including program management, business analysis, solution architecture, and development. The solution involved integrating legacy data sources, redesigning customer experiences, and building new APIs and routing logic. As a result, the client successfully sunset the legacy system on schedule, achieved millions of dollars in annual savings, and created a unified, improved customer experience that was delivered on time and within budget.