Case Study: Company Nurse achieves seamless omnichannel care and faster reporting with Genesys Cloud

Better experiences and ROI with composable CX

Company Nurse, which helps employers manage workplace injury reporting and triage, needed to modernize its contact center to better engage a rapidly changing, distributed workforce. Its legacy Mitel system was costly to maintain, lacked omnichannel support, and offered little real-time visibility or reporting, making it harder to connect injured workers with care and to capture revenue opportunities. Genesys Cloud was selected as the platform to move beyond phone-only service and support phone, text, chat, and other digital channels.

Genesys implemented Genesys Cloud as a cloud-based, omnichannel contact center with built-in workforce engagement, open APIs, and real-time reporting. Company Nurse quickly integrated it with its triage system, built self-service and mobile injury-reporting tools, and added dashboards through third-party analytics. The results included faster, more seamless intake, improved agent productivity, better reporting, and the launch of Lintelio, which reached 33,000 active users and 100,000 weekly health transactions across more than 100 organizations and 700 locations.

Company Nurse

Henry Svendblad

Chief Technology Officer