This is an illustrative example of how a business in this sector typically uses IVR Service. It does not describe a specific client. Ask us for references from businesses like yours.
The challenge
A multi-speciality hospital's reception line is always busy; patients are transferred repeatedly and calls after hours go unanswered.
The solution
Set up a cloud IVR with language selection, department routing, appointment confirmation and after-hours voicemail. The setup uses these IVR Service capabilities:
- Multi-level IVR Menus: Design press-1/press-2 menus with unlimited levels using a drag-and-drop builder.
- Smart Call Routing: Route calls by department, language, time of day or round-robin across agents.
- Inbound & Outbound IVR: Handle incoming calls or run outbound IVR campaigns that capture keypad input.
- Call Recording: Record every conversation for training, quality checks and dispute resolution.
How it is implemented
- Discovery call: map the current process, channels and goals.
- Setup & approvals: configure IVR Service, complete required registrations and connect existing tools.
- Pilot: start with one team, branch or campaign and refine messages and workflows.
- Roll-out & training: extend to all users and train the team.
- Review: track the KPIs below weekly and optimise.
Expected outcomes
Businesses in Healthcare typically adopt this approach to save time, respond faster and make results measurable. Actual outcomes depend on volume, audience and execution — that is why we agree the KPIs up front and review them together.
KPIs to track
- Abandoned call rate
- Average wait time
- Calls routed correctly on first attempt
- After-hours enquiries captured