The Challenge
A provincial government ministry responsible for employment services and social benefits was relying on an aging Avaya Experience Portal IVR system to manage high volumes of citizen calls. Over time, the system became increasingly difficult to maintain, resulting in longer call durations, frustrating user experiences, and a growing misalignment with evolving accessibility and compliance standards.

The Solution
Connex was brought in to modernize the IVR experience through a structured, phased engagement. The project began with a deep analysis of the existing IVR flows, system performance, and user journey. Based on key findings, Connex proposed and implemented targeted updates to streamline call navigation, reduce handling time, and improve the clarity and usability of the system. All enhancements were aligned with government regulations and accessibility best practices.

What set us apart: Connex’s approach combined technical depth with a deep understanding of the public sector’s needs. By focusing on both the citizen and administrator experience, we delivered a balanced solution that improved service delivery while optimizing internal efficiency—without requiring a full system replacement.

Connex was engaged to:

• Analyze the existing IVR structure, flows, and performance.
• Identify pain points impacting both users and administrators.
• Recommend improvements aligned with best practices in IVR design and user experience.

Following the comprehensive analysis, Connex collaborated with MTESS to:

• Implement updates based on the identified recommendations.
• Optimize call flows to improve user navigation and reduce call handling time.
• Ensure compliance with accessibility and government standards.
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The Outcome
With Connex’s support, the ministry achieved:

• Improved user experience, allowing citizens to access essential services more easily
• Reduced operational strain, thanks to shorter, more efficient call flows
• A future-ready IVR platform, optimized for evolving government needs and standards
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“Connex delivered a solution that felt tailor-made for government. They improved the citizen experience while streamlining our internal processes. We finally have an IVR system that’s modern, efficient, and built to last.”

— Director, Digital Services, Government Agency