Case Study: Leading Global Healthcare Organization achieves $6M savings and transforms call-center performance with Teneo Conversational IVR

Global Healthcare Leader Transforms IVR Call Center with Teneo

Leading Global Healthcare Organization, a leading global healthcare technology company supporting 10 business units and 63 call centers, struggled with an outdated keypad IVR that caused misrouting, long waits, high per‑call costs ($25.96 in 2021), high abandonment (14.7%) and low customer satisfaction (score 4.0). To address these issues the organization engaged Teneo to deploy Teneo Conversational IVR across its Cardiovascular Patient Technical Services Group.

Teneo implemented a conversational IVR (integrated with Five9) with automated callbacks, SMS/video links and advanced troubleshooting, then expanded it across all patient and clinician calls. The Teneo solution handled 1.05M voice sessions, saved $6M, reduced per‑call handling cost by ~19–20%, shifted 90k interactions to self‑service, saved 36,000 agent hours, improved customer satisfaction by +8%, cut wait times by 37%, lowered abandonment to ~6.8% and reduced misrouted calls by 55%, while boosting service level by 18%.