Case Study: Icario improves healthcare outreach and voice engagement with Twilio

Icario is bringing a voice to the data behind healthcare experiences

Icario, a healthcare engagement platform, needed a more inclusive way to reach members who prefer traditional communication methods or don’t have easy access to digital channels. The company used Twilio for SMS and began exploring Twilio’s voice capabilities to replace a prior IVR vendor that couldn’t scale, helping them better support Medicare and other hard-to-reach populations.

Twilio helped Icario launch a working voice platform prototype in just three weeks using Twilio Programmable Voice. The solution expanded Icario’s multi-channel outreach across SMS, email, mail, and voice, improving answering machine detection and reliability by 2x and enabling more personalized, automated health journeys at scale.

Icario

Chris Bjugstad

Chief Architect