A leading U.S.-based wealth management firm sought to modernize its contact center as a large share of inbound volume consisted of routine service requests. Nearly 60% of calls were suitable for self-service, yet a highly fragmented routing model with 50+ queues led to misrouted calls, longer wait times, and inefficient use of agent capacity. The firm required a secure, scalable IVR solution to streamline routing, increase self-service adoption, and enable agents to focus on complex, high-value interactions.
Hyniva implemented a modern IVR self-service solution focused on security, simplicity, and scalability, delivered through a phased, risk-minimized approach. The engagement began with a detailed analysis of historical call logs to identify high-frequency, simple-service requests and define optimal IVR workflows.
Customer-friendly IVR scripts and menu structures were designed to minimize steps and provide clear guidance throughout the self-service journey, built on the firm's Genesys contact center platform to enable scalable flow orchestration and intelligent routing. Strong authentication was embedded using dual-factor verification and voice-based triple-factor authentication, validated through a controlled pilot with a limited user group.
Self-service capabilities included account balance checks, document notifications, and work item status tracking. Call routing was streamlined by consolidating 50+ queues into 18 dedicated sales and service queues, significantly reducing routing complexity and improving call flow. Robust exception handling ensured seamless escalation to live agents in cases of authentication failure or system exceptions.
To support continuous improvement, performance tracking and analytics were built into the solution, enabling real-time monitoring of IVR containment, authentication success rates, call volume optimization, and customer satisfaction. Insights from the pilot and ongoing metrics informed iterative refinements to workflows, authentication logic, exception handling, and routing prior to and after full deployment.
The contact center now operates with greater predictability, speed, and control. Customer demand is handled more evenly across self-service and assisted channels, reducing pressure on agents during peak periods while improving overall service responsiveness. Security is embedded seamlessly into customer interactions, and operational visibility enables teams to actively manage performance rather than react to issues.
Average Call Handling Time (AHT) reduced by 1.5 minutes
Average speed of answer (ASA) increased by 45 seconds
Reduced routing complexity by streamlining fragmented routing
10% fully contained, 20% partially contained
Strengthened access security through multi-layer authentication
With a scalable IVR foundation in place, the firm is positioned to continuously expand and refine self-service capabilities with minimal effort. The modular design allows new options to be introduced, reordered, or enhanced quickly, enabling the contact center to adapt to evolving customer needs without additional development complexity.
Built-in analytics will guide the next phase of optimization by highlighting usage patterns, drop-offs, and containment opportunities. Based on customer feedback and insights, the firm plans to advance toward an IVR 2.0 roadmap — introducing deeper personalization, expanded workflows, and proactive customer messaging — while maintaining strong authentication and seamless agent escalation.
