AudioCodes, Atento, and Go2Uno Deliver Rapid Large-Scale Voice Agent Deployment for Major Healthcare Organization

Key Takeaways

  • AudioCodes’ Voca CIC platform now supports more than 500 concurrent AI Voice Agents for a major U.S. healthcare organization.
  • The deployment was completed in just a few weeks, significantly faster than typical multi‑month IVR modernization projects.
  • Atento cites tight Azure Conversational AI integration and new analytics capabilities as key enablers for ongoing scalability.

AudioCodes’ latest announcement lands squarely in the middle of a shift that many contact‑center leaders have talked about for years but struggled to implement at scale: replacing rigid, legacy IVR systems with AI-driven voice agents that can actually handle real traffic. The company, working alongside Go2Uno and global BPO provider Atento, has rolled out a large-scale modernization effort for a major managed care organization in the United States. And it did so in weeks, not months.

That short timeline is worth dwelling on for a moment. Enterprise IVR modernization often drags on due to layered carrier dependencies, brittle network topologies, and internal testing cycles that seem to stretch forever. So when Atento highlights that Go2Uno and AudioCodes accomplished in 30 days what others projected to take three to six months, it signals more than just operational efficiency. It suggests the partners came in with architectural clarity and a willingness to make decisions quickly—traits that aren’t always guaranteed in healthcare environments.

The project centers on the AudioCodes Voca Conversational Interaction Center, or Voca CIC, which now supports over 500 concurrent AI Voice Agents for the healthcare customer. That’s not a pilot. It’s not a proof of concept. It’s real production scale, the kind that interacts with millions of healthcare callers across the U.S. through Atento’s operations. Yet, the scale isn’t the only interesting part. The partners had to modernize complex call flows, integrate multiple carriers, and replace legacy IVR systems that were likely embedded deep inside longstanding workflows. It’s the type of modernization work many organizations put in strategy decks but rarely push to completion this quickly.

Gustavo Samaniego, Senior IT Service and Deliveries Manager at Atento, underscored the execution factor, especially around Azure Conversational AI. According to Samaniego, the integration was a sticking point that many believed would require substantial time and effort. Instead, it was delivered “flawlessly,” enabling Atento to provide its customer a scalable platform for future growth. It’s a small detail, but it tells you a lot about how the rollout unfolded—Azure’s conversational capabilities can be powerful, but only if the surrounding orchestration layers are engineered cleanly.

The deployment also includes AudioCodes’ Session Border Controller (SBC) infrastructure to ensure reliable connectivity across what the announcement describes as a “complex environment.” Anyone who has worked in healthcare telecom knows that’s often an understatement. Carrier fragmentation, varying site readiness, and long-standing telephony policies can turn even a modest routing change into a multi-team ordeal. Still, AudioCodes, Go2Uno, and Atento appear to have navigated the operational maze with enough confidence to deliver in record time.

Call containment improvements and shorter handling times are also highlighted as outcomes of the new Conversational IVR. Those claims aren’t unusual for AI voice agent rollouts, but the scale here gives them more weight. When hundreds of concurrent agents are running inside real-world healthcare call volumes, even marginal efficiency gains can translate into meaningful operational shifts. And if those shifts come with better resiliency—something the partners say the intelligent routing now supports—B2B leaders will take notice.

Rich reporting and analytics are another piece of the puzzle. Voca CIC now gives Atento and the customer real-time visibility into voice agent performance metrics. That might sound standard, but in large BPO-managed environments, analytics often arrive in batch form or require manual reconciliation across systems. Real-time instrumentation changes how quickly operations teams can tune dialogs, adjust flows, or spot emerging issues. It’s the kind of capability that becomes more important as organizations lean further into AI-driven customer interactions.

Gidi Adlersberg, who leads the Voca CIC business line at AudioCodes, framed the deployment as proof of AI’s ability to modernize legacy IVR with predictable outcomes at scale. The comment is notable not because it breaks new conceptual ground, but because the deployment shows the statement isn’t theoretical. Many AI voice initiatives still live in the sandbox, with limited call volumes and constrained scenarios. Here, the partners jumped directly into a full-production environment serving a major healthcare organization—an environment that generally leaves little room for error.

So what does this mean for other enterprises still wrestling with their own IVR transformation roadmaps? One question that emerges is whether similar accelerated timelines are realistic elsewhere. Healthcare environments can be complex, but some industries carry even more fragmentation or regulatory nuance. Even so, the partners’ ability to integrate multiple carrier systems and restructure complex flows in weeks suggests the blueprint is becoming more repeatable.

The story stays close to the deployment itself: a large-scale modernization, delivered quickly, with real operational impact. The practical angle is reinforced by AudioCodes making Voca CIC available as a 30-day free trial on its website, Microsoft Marketplace, and the Teams Store. New customers can build and test a conversational contact center in minutes, complete with AI and omnichannel features and a temporary phone number. As micro‑tangents go, the availability of a frictionless trial environment matters because it lowers the activation energy for teams who want to explore conversational automation but don’t want to commit to a long procurement cycle.

Atento also positions the final solution as not only meeting its immediate customer needs but providing a platform to support future innovation. That assertion aligns with the broader theme of the announcement: this deployment is a foundation, not a finish line. The partners emphasize scalability, deeper insights into interactions, and readiness for future AI-driven enhancements.

For B2B leaders watching AI voice technology move from hype to heavy-duty workloads, the signal here is straightforward. Practical, high-volume automation is no longer a theoretical exercise. And while every environment carries its own constraints, this deployment shows that large-scale modernization can happen quickly when partners are aligned, architectures are clear, and operational teams commit to the process.