Modernizing legacy interactive voice response (IVR) systems with AI at scale is a complex challenge, especially in critical industries like healthcare. A recent partnership has demonstrated it can be achieved with remarkable speed. AudioCodes, in collaboration with business communications provider Go2Uno and global BPO Atento, has successfully delivered a large-scale Conversational IVR and Voice Agent modernization for a major managed care organization. The deployment, supporting over 500 concurrent AI Voice Agents, was completed in just a few weeks—a timeframe significantly shorter than industry norms for a project of this scale.
Quick Intel
AudioCodes, Atento, and Go2Uno modernized a Conversational IVR system for a major healthcare organization.
The new solution supports more than 500 concurrent AI Voice Agents, replacing legacy IVR infrastructure.
The deployment was completed in just a few weeks, far faster than the projected 3-6 month timeline.
The partnership integrated complex call flows, carrier systems, and AI-powered routing.
Advanced analytics provide real-time visibility into Voice Agent performance and customer interaction metrics.
The solution improves call containment, reduces handling times, and creates a scalable AI foundation.
Record-Speed Deployment for Enterprise AI
The project's standout achievement was its execution speed. The collaborative team modernized complex call flows, integrated multiple carrier systems, and implemented intelligent, AI-powered routing in a fraction of the expected time. Gustavo Samaniego, Senior IT Service and Deliveries Manager at Atento, noted the teams "accomplished in just 30 days what others projected would take three to six months." This was enabled by the seamless integration of the AudioCodes Voca CIC platform with Azure Conversational AI and supported by AudioCodes Session Border Controller (SBC) infrastructure for connectivity.
Delivering Scalable, Intelligent Customer Experience
The modernized Conversational IVR replaces legacy systems with an AI-driven experience designed to improve efficiency and resiliency. The solution leverages the Voca CIC platform to handle complex voice networking and intelligent routing at scale. "This deployment shows how AI-powered Voice Agents can modernize legacy IVR with predictable, high-quality outcomes at massive scale," said Gidi Adlersberg of AudioCodes. Beyond the core technology, the deployment introduced rich reporting and analytics, giving Atento and the end customer real-time visibility into Voice Agent performance and deeper insights into customer interactions.
A Blueprint for Practical AI Transformation
This project serves as a flagship example of applying AI to transform real-world, critical operations rather than as a limited pilot. The solution directly improves key metrics like call containment and average handling time while establishing a scalable foundation for future AI enhancements. It demonstrates how a partnership between a technology provider (AudioCodes), a service integrator (Go2Uno), and a BPO with deep operational expertise (Atento) can deliver enterprise-grade customer experience modernization that is both powerful and practical, setting a new benchmark for the industry.
About AudioCodes
AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a global leader in enterprise voice and VoiceAI business solutions. We help organizations unlock the full value of voice, transforming every conversation, whether human or AI, into a strategic asset that drives better business outcomes. Our portfolio spans voice connectivity, unified communications and contact center integration, and next-generation voice AI applications that enhance collaboration, automate workflows and deliver real-time insights. With over 30 years of global experience and trusted by 65 of the Fortune 100, AudioCodes powers the intelligent enterprise, connecting people, platforms and data to move business forward.
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