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How Pfizer Gained Full Visibility and Confidence in Its Global IVR Migration

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Large-scale IVR migrations are rarely straightforward. For global enterprises, they are often high-risk projects involving multiple vendors, undocumented call flows, and inconsistent customer experiences across regions.

Pfizer, a global pharmaceutical leader, faced exactly this challenge. With IVR systems deployed across more than 100 countries and no central record of how those systems actually behaved. Pfizer needed a way to understand, validate, and migrate its IVR estate without disrupting critical services.

Challenge: Migrate undocumented, multi-vendor IVR systems at global scale.


Solution: Non-intrusive IVR discovery, validation, monitoring, and load testing.


Results: 99.2% uptime, global IVR visibility, reduced risk and cost

100+

Countries involved in pre- and post-migration IVR phases

80K

Strengthened internal support and IVR systems for 80,000+ colleagues.

15+

Languages and dialects transcribed globally at the click of a button.

99.2%

Improved contact center uptime through proactive issue resolution.
 

Background

Pfizer, a global pharmaceutical giant, needed to migrate its IVR systems from multiple vendors to a centralized solution.

The organization required a partner that could dial Toll-Free Numbers (TFNs), discover IVR messaging and intents (both speech and DTMF), and handle call transfers in various languages across more than 100 countries. An initial audit was necessary to remove obsolete options and ensure a consistent experience post-migration.

Compliance with Pfizer’s InfoSec standards, including SOC 2 and ISO 27001, was essential. However, without records of existing IVR content, the vendor would need to discover and translate multilingual IVR messaging without system integration.

Klearcom was chosen for its ability to meet these requirements within a tight timeframe.

IVR-Call-Flow-Diagram-03-01-1
 

Background

Pfizer, a global pharmaceutical giant, needed to migrate its IVR systems from multiple vendors to a centralized solution.

The organization required a partner that could dial Toll-Free Numbers (TFNs), discover IVR messaging and intents (both speech and DTMF), and handle call transfers in various languages across more than 100 countries. An initial audit was necessary to remove obsolete options and ensure a consistent experience post-migration.

Compliance with Pfizer’s InfoSec standards, including SOC 2 and ISO 27001, was essential. However, without records of existing IVR content, the vendor would need to discover and translate multilingual IVR messaging without system integration.

Klearcom was chosen for its ability to meet these requirements within a tight timeframe.

 

Discovery

Klearcom provided a seamless and unprompted SaaS solution without the need for integration or ongoing management.

Pfizer supplied Klearcom with the Toll-Free Numbers in each country, and Klearcom took care of the rest.

During the discovery phase, Klearcom identified numerous incorrect configurations, including:

  • Incorrect or outdated IVR messaging

  • Poor audio quality

  • Call transfers that were not functioning correctly

The primary objective of discovery was to rectify these issues and provide Pfizer with a clear, pre-migration understanding of its IVR landscape. Prior to Klearcom’s involvement, Pfizer had access only to the Toll-Free Numbers and no detailed information about how the IVRs actually functioned.

This discovery process also required the automatic identification and transcription of IVR messaging across multiple languages and dialects, using both speech recognition and DTMF analysis.

IVR-Call-Flow

Migration &

Validation

With a clear understanding of the existing IVR systems, Pfizer proceeded with the migration to its new platforms.

Klearcom validated that all IVR options were correctly migrated, ensuring that systems using either speech recognition or Dual-Tone Multi-Frequency (DTMF) operated successfully in local markets.

The focus during this phase was to ensure seamless functionality across both fixed and mobile networks in each country, confirming that customer calls behaved as expected after migration.

Real-Time Monitoring and Ongoing Assurance

During and after the migration, Klearcom’s system provided real-time alerts for any issues detected within the IVR environment. This enabled immediate triage and resolution, reducing the risk of prolonged service disruption.

This proactive monitoring approach operates on a 24/7/365 basis and was critical given the scale of the migration across more than 100 countries, spanning regions from Asia to the United States.

 

Load Testing

As part of the migration programme, Klearcom conducted extensive load testing in each country to ensure that the new systems could handle expected and peak call volumes.

This testing validated:

  • The elasticity of the Session Initiation Protocol (SIP) trunk

  • The ability to manage high volumes of concurrent calls

  • The stability and resilience of IVR systems under load

Given the scale and criticality of Pfizer’s global operations, this level of testing proved essential.

End Agent Performance Solutions
 

Load Testing

As part of the migration programme, Klearcom conducted extensive load testing in each country to ensure that the new systems could handle expected and peak call volumes.

This testing validated:

  • The elasticity of the Session Initiation Protocol (SIP) trunk

  • The ability to manage high volumes of concurrent calls

  • The stability and resilience of IVR systems under load

Given the scale and criticality of Pfizer’s global operations, this level of testing proved essential.

 

Results

The migration significantly improved Pfizer’s communication systems and provided the organisation with a measurable quality confidence metric.

99.2% uptime across global IVR services

Reduced response times through real-time alerts and diagnostics

Faster issue resolution across regions

Full visibility into IVR configurations that were previously undocumented

Pfizer estimated that manually mapping its IVR environment would have taken at least two years and required millions of dollars in investment. Instead, Klearcom mapped the entire IVR estate efficiently, delivering significant time and cost savings.

Conclusion

This partnership highlights Klearcom’s critical role in supporting Pfizer’s global IVR migration. By mapping and addressing IVR issues, validating migration accuracy, conducting thorough load testing, and ensuring ongoing compliance, Klearcom enabled a seamless transition to new systems.

The project underscores the importance of a proactive, non-intrusive approach when managing large-scale IVR migrations in complex global environments.

At a Glance

  • IVR testing across 100+ countries

  • 100+ languages and dialects transcribed globally at the click of a button

  • 99.2% uptime call success rate

"It's rewarding to see our solutions empower Pfizer to swiftly identify and resolve issues and upholdglobal service standards.”
Christine Ramsey
Christine Ramsey

Head of Client Operations, Klearcom

Dave Jan 24

"Pfizer entrusted Klearcom with seamless global IVR migration across 100+ countries."

"Klearcom provided an unprompted SaaS solution that required no integration or management. By managing IVR discovery, intent messaging, and multilingual call transfers, Klearcom ensured a smooth migration while adhering to strict InfoSec requirements."

Dave Wheeler

- Case Management Business Owner, Pfizer

Pfizer-2048x845

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