Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

News : Rochester Regional Health Takes its Patient Communication Center to the Cloud with Genesys

#contactcenterworld, @Genesys

San Francisco, CA, USA, Sept. 22, 2020 -- Rochester Regional Health, an integrated health services organization serving the people of Western New York, the Finger Lakes, and beyond, is moving its patient communication center to the cloud with Genesys(R), a global provider in cloud customer experience and contact center solutions. The company is consolidating a mix of on-premises and cloud solutions to Genesys Cloud™, an all-in-one solution and public cloud contact center platform.

The Rochester Regional Health Patient Communication Center manages patient outreach, scheduling, billing, customer service, and nursing across nearly facilities serving employees, medical staff and volunteers. As a result of the COVID-19 virus outbreak, demand for telehealth consultations skyrocketed, with ambulatory visits shifting from face-to-face to telehealth. In addition, medical professionals, patients and contact center agents are now connecting to the system from remote locations.

Rochester Regional Health was considering a full transition to a cloud contact center solution prior to the COVID-19 pandemic. However, the organization hit fast forward after its management team saw how quickly contact center personnel using cloud-based capabilities shifted to remote work with hardly a blip in service continuity.

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!



Prior to moving to Genesys Cloud, Rochester Regional Health was running a hybrid cloud infrastructure combined with an Avaya on-premises solution. Until recently, nearly all of their work was done in office settings. Now, with the majority of their 500-strong contact center team now working from home due to the pandemic, a cloud-based system became a more practical solution to ensure business continuity.

"Once we saw Genesys Cloud's robust capabilities firsthand and understood how easy it is to extend the platform and integrate third-party applications on our own, we jumped right in," said Jason Zawodzinski, senior project manager of technical operations for Rochester Regional Health. "With a more than 80% remote workforce now and the majority of our agents likely to remain teleworking in the future, a cloud solution just makes sense."

Zawodzinski also noted the importance of regular cloud-delivered innovation as a key decision factor. "The ability to access the latest and greatest technology and knowing every week we're up to date is a huge benefit as we strive to help our employees work as efficiently as possible. In healthcare, doing more with less is pretty commonplace – Genesys Cloud gives us the tools we need to engage with our patients more effectively and make every interaction that much better."

"We knew we could rely on Genesys to help us deliver more personalized patient experiences and manage interactions across every touchpoint. In Genesys, we have a true partner – at every step along the process, they've surpassed our expectations," said Zawodzinski.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent

About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Pre-Employment Testing

Read today's tip or listen to it on podcast.

Published: Thursday, September 24, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Employee Engagement Solutions

Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =