Legacy IVR systems have long been a bottleneck for healthcare organizations—rigid call flows, poor caller experiences, and change cycles that stretch into months. AudioCodes says it just proved that doesn’t have to be the case.

The communications software vendor announced that its Voca Conversational Interaction Center (Voca CIC), working with Go2Uno and global BPO Atento, completed a large-scale AI-powered Voice Agent and Conversational IVR modernization for a major healthcare organization in a matter of weeks—far faster than typical enterprise IVR projects of similar complexity.

For an industry where call volumes are massive, systems are fragmented, and downtime is not an option, the deployment serves as a real-world example of AI moving from experimentation to operational backbone.

From Legacy IVR to AI Voice Agents—Fast

According to AudioCodes, the project replaced multiple legacy IVR systems with a modern, AI-driven conversational IVR capable of supporting more than 500 concurrent voice agents. That scale alone would normally put the project into a multi-quarter timeline.

Instead, the joint team completed the rollout in roughly 30 days, a timeframe Atento says others estimated at three to six months.

The new setup supports complex voice networking, integrates multiple carriers, and introduces intelligent, AI-powered call routing—critical for healthcare environments where calls range from appointment scheduling to sensitive patient inquiries.

Why This Matters in Healthcare CX

Healthcare contact centers face a uniquely difficult mix of challenges:

• Extremely high call volumes

• Seasonal and event-driven spikes

• Strict reliability and compliance requirements

• A growing expectation for natural, conversational self-service

Traditional IVRs struggle under that weight. They’re expensive to modify, brittle when scaled, and often frustrate callers with rigid menu trees.

By contrast, AudioCodes’ Voca CIC platform uses conversational AI to interpret intent, route calls intelligently, and contain more interactions without human intervention—all while maintaining the resilience required for mission-critical environments.

Inside the Deployment: What Changed

The modernization effort wasn’t a simple overlay. AudioCodes, Go2Uno, and Atento reworked the organization’s voice infrastructure end to end:

• Complex call flows were redesigned to support conversational interactions rather than menu-driven logic

• Multiple carrier systems were integrated, reducing dependency on siloed networks

• AI-powered routing was implemented to improve containment and reduce handling times

• AudioCodes SBC infrastructure was deployed to ensure continuity and reliability across a highly complex environment

• Advanced reporting and analytics were added to give Atento and the healthcare organization real-time visibility into voice agent performance and customer behavior

The result is a platform that doesn’t just automate calls, but actively improves how patients and members move through the system.

Azure Conversational AI at Enterprise Scale

One notable detail: the deployment included a seamless integration of Azure Conversational AI, something Atento says is often underestimated in terms of effort.

“Go2Uno and AudioCodes accomplished in just 30 days what others projected would take three to six months,” said Gustavo Samaniego, Senior IT Service and Deliveries Manager at Atento. He highlighted the Azure integration as a particular challenge that was executed “flawlessly.”

That matters because many AI IVR projects stall at integration—especially when cloud AI services meet legacy telephony environments. This deployment suggests those barriers are becoming more manageable with the right architecture and partners.

Not a Pilot—Production AI at Scale

AudioCodes is keen to position this project as something more than a proof of concept.

“This is real AI in action,” said Gidi Adlersberg, Head of the Voca CIC Business Line at AudioCodes. “Not a pilot, not a demo—transforming complex operations quickly and improving customer experience where it truly matters.”

That distinction is important. While conversational AI has been widely marketed, many enterprises remain stuck in pilot mode, hesitant to deploy at scale due to reliability concerns. A 500-agent healthcare rollout challenges the notion that AI voice systems are still experimental.

The Business Impact: Efficiency and Resilience

Beyond speed, the deployment delivered tangible operational benefits:

• Improved call containment, reducing the load on live agents

• Shorter average handling times, improving efficiency

• Greater resiliency, with SBC-backed infrastructure ensuring continuity

• A scalable foundation for future AI-driven enhancements

For Atento, the project also created a reusable, future-ready platform that can support new clients and evolving use cases without rebuilding from scratch.

A Broader Trend: IVR Modernization Gets Practical

The announcement reflects a broader shift in enterprise CX: IVR modernization is no longer about incremental upgrades. It’s about replacing rigid systems with AI-native voice platforms that can adapt quickly.

What’s notable here is the emphasis on speed and predictability—two areas where AI projects often fall short. By delivering a complex healthcare deployment in weeks, AudioCodes and its partners are making a case that conversational IVR can now meet enterprise timelines and expectations.

Availability and Access

AudioCodes says Voca CIC is available as a 30-day free trial through its website, the Microsoft Marketplace, and the Microsoft Teams Store. New customers can spin up a conversational contact center with AI and omnichannel capabilities in minutes, including a free phone number for evaluation.

That low-friction entry point suggests AudioCodes is targeting both large enterprises and organizations earlier in their IVR modernization journey.

Bottom Line

Healthcare IVR projects are notorious for running long, going over budget, and underdelivering on experience. This deployment shows that with mature conversational AI, strong infrastructure, and the right partners, those assumptions may finally be outdated.

For AudioCodes, the win reinforces its position in AI-powered voice and contact center modernization. For the industry, it’s another signal that AI voice agents are moving decisively from promise to production.

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