Case Study: CSG (Global Top‑5 Tech Company) achieves $39M projected ROI with Teneo Conversational IVR

CSG - Customer Case Study

CSG faced a failing automated voice system that repeatedly routed tech-support callers to the wrong agents, drove up contact-center costs and left customers frustrated after long waits and months-long remediation efforts. To replace the broken implementation and restore a high-quality support experience, CSG engaged vendor Teneo and its Teneo Conversational IVR solution.

Teneo delivered a rapid (~10-week) deployment of Teneo Conversational IVR using conversational AI, contextual awareness and multi-intent understanding. The system immediately cut misrouted calls from 60% to 30%, reduced agent transfers from 37% to under 10%, lowered average handle time by two minutes, referred 55% of callers to web self-service, and is driving a projected $39M ROI with call containment around 60% (with potential to reach 75–80%).

CSG