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.
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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.
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
Published: Thursday, September 24, 2020
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