Case Study: Telefónica Germany achieves industry-leading contact center customer experience with Teneo Conversational IVR

Telefónica Implements Teneo Conversational IVR to Support Industry-Leading Contact Center Customer Experience

Telefonica Germany, a leading German telecom provider, faced a public customer‑service crisis in 2017–2018 when customers could not reliably reach support and forced online routes worsened engagement. To overhaul its contact centers and deliver omnichannel support, Telefonica Germany partnered with Teneo and adopted Teneo Conversational IVR as the core of a centralized, cloud‑based CX strategy.

Teneo implemented a conversational IVR with advanced NLU, 99.99% uptime and cross‑channel session continuity, plus authentication and personalization capabilities. The solution now handles roughly 900K voice requests and 200K text requests per month, supports 400+ generic and 20+ personalized use cases, and has driven a 6% increase in IVR resolution rate—reducing costs and boosting customer satisfaction for Telefonica Germany.

Telefonica Germany

Daryl Ward

Head of Technology - Mass Market - Cust. Service