Case Study: BankMobile Vibe boosts IVR call containment with Ubiquity

Call Containment Exceeds Benchmarks Quickly optimizing caller self-service in IVR turned the tide for a premier banking app

BankMobile Vibe, a mobile banking app serving U.S. college students, faced a challenge when a sudden influx of students called to ask "Where's my refund?", creating long wait times and overburdening agents. They partnered with vendor Ubiquity to quickly optimize their Interactive Voice Response (IVR) system to provide a self-service solution for this specific concern.

Ubiquity designed and deployed a customized IVR logic module within a week, which successfully contained 83.8% of "Where's my refund?" calls without agent assistance. This solution led to a 12% increase in overall IVR call containment and a 5% decrease in agent transfers, efficiently resolving the customer's volume spike.

BankMobile Vibe