Case Study: Public Employee Retirement Systems improves IVR self-service and caller authentication with Omilia

Public Employee Retirement Systems authenticates 77% of callers in the IVR with Omilia

The customer, a major public employee retirement system, was facing challenges in its call center, including long wait times and agents spending excessive effort on routine tasks like authentication and answering common questions. They partnered with vendor Omilia to implement their Omilia Conversational Voice service, built on the Omilia Cloud Platform, to automate these processes and improve the overall customer experience.

Using Omilia's solution, the retirement system automated caller authentication and frequently asked questions, successfully authenticating over 77% of callers directly within the IVR. This significantly reduced call handling time. Furthermore, Omilia's application achieved an 87.5% success rate in gathering phone numbers for SMS deflection, allowing information to be sent directly to callers. These improvements allowed agents to focus on more complex calls, maximizing their efficiency.