Case Study: Contact Center Transformation
Twilio Flex IVR Boosts Self-Service by 80+%
Evolving an on-prem contact center to the cloud enhances options for transit customers
In 2015, this transportation systems corporation was awarded a contract by a U.S. state’s DOT to support its tolling system. Later, when an electronic toll collection system was launched, the DOT’s back office and customer service system was transitioned from a legacy operator to this company to operate and maintain. In 2020, the company partnered with HGS to help them digitally transform their on-premises contact centers across various geographies to a cloud-based, omnichannel platform.
Today, bolstered by a Twilio Flex IVR, HGS handles voice, SMS, email, and video transactions for the client’s global customers in multiple languages.
It was clear that their customers not only demanded better service but also desired better technology. When we proposed building a scalable product on Twilio’s flexible platform, the client was confident that HGS was the right partner to provide the digital transformation and the flexible contact solution that they envisioned.
HGS observed that the similar use cases across all contact centers could serve as the building blocks for the transformation. We constructed a roadmap that would consolidate the client’s contact centers and help standardize processes, tools, and technologies. The client was willing to invest in and implement technologies to support automation and deflection, which would both gain efficiencies and improve the customer experience.
The key investment: a fully programmable Twilio Flex IVR that would give the DOT’s customers optimal self-service options and the exact, personal experience they wanted. Since HGS developers were already familiar with Twilio Flex and the tools, we could easily modify channels, routing strategies, and integrations on demand, which allowed us to iterate quickly and deliver new features fast and effectively. We can also continuously build and improve the customer experience as well as give the client the ability to add or change anything at any layer of the stack. We also solved the problem of limited channels and integrations using API-based programmability with a single user interface.
We then templatized the core solution and add-on components, and we started cross-leveraging agents across programs so that they could offer customers new services that would generate additional revenue. Many of the agents were uptrained from program-specific subject matter experts to a more highly skilled “universal agent” status.
With these improvements, we’ve been able to deflect interaction volume to increase self-service to more than 80%, and we’re driving toward a 99%+ self-service environment.
We’ve also conducted an AI-scale analysis of millions of customer interactions across all channels (voice, SMS, email, and video) to better understand customer needs and preferences.
52M Annual interactions across all channels
600K Calls handled per month (300K+ handled by IVR)
+80% Increase in self-service by deflecting interaction volume
We are a gold-level partner with Twilio, and businesses using the combined innovations of HGS Digital and Twilio benefit from an omnichannel platform, implemented by a managed service partner with deep process and domain expertise. The highly programmable Twilio Flex allows us to easily onboard new agents and integrate into the client’s CRM system, and we can add new features and capabilities as the future requires.