From the firm's own write-upReceipt no. 3675
What sucked
' Customers struggled to reach phone support, and email, text, and social channels lacked solution-based information.
What they built
Telefónica deployed Teneo Conversational IVR as a universal, centralized solution across omnichannel platforms, delivering consistent experiences, authentication and account access for personalization, and seamless cross-channel continuation, available 24/7/365.
What changed
900K+ calls/mo
Close to one million voice-based requests monthly
+6% resolution
IVR resolution rate rose six percentage points
420+ use cases
Plus 200,000+ monthly SMS/WhatsApp requests handled
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