Case Study: AdaptHealth achieves higher service levels and lower abandonment rates with Genesys Cloud

AdaptHealth - Customer Case Study

AdaptHealth, a full-service medical equipment company with contact centers across 47 U.S. states, needed a way to unify disconnected on-premises and cloud systems after multiple acquisitions. The company also wanted better outbound calling, skills-based routing, and data visibility, while making it easier for its 4,500 agents to deliver consistent patient experiences. AdaptHealth chose Genesys Cloud and Genesys Workforce Engagement Management to replace outdated telephony and manual staffing processes.

Genesys implemented a single cloud platform for inbound, outbound, email, and SMS interactions, plus workforce management capabilities and simple API integrations. This let AdaptHealth reuse call flows to onboard 2,500 users in seven months and scale to 4,500 agents, while also speeding up training and deployment. The impact was measurable: service level improved 19% year over year, productivity rose 60%, schedule adherence increased 10%, average agent quality score reached 96%, occupancy improved 11%, and abandonment rate fell 84%.

AdaptHealth

Bill Lewis

Senior Director, Infrastructure and Security Engineering