Case Study: EmblemHealth achieves unified, customer-centric call routing and improved member experience with Genesys

Creating a customer-centric environment at EmblemHealth

EmblemHealth, New York’s largest health insurer serving about 3.4 million people, faced fragmented call-center technology after merging legacy companies—Siemens, Avaya and Genesys platforms left them unable to create a single ACD queue, cross-skill agents, or deliver personalized member routing during a period of rising demand and competition.

EmblemHealth consolidated on the Genesys Customer Experience Platform—using routing, CTI, reporting and custom integrations to enable pod and “pod-within-a-pod” skills-based routing, last-five-agent routing, and care-manager workflows for programs like FIDA. The unified solution improved efficiency and service levels, supported cross-trained agents and real-time workforce management, and boosted member satisfaction and competitive advantage.

EmblemHealth

Kevin Lincoln

Director of Telecommunications and Call Center Technologies