Case Study: American Heart Association achieves rapid cloud innovation, 4.8/5 CSAT and $500K annual savings with Genesys Cloud CX

Driving innovation and cost savings with a custom cloud solutions

The American Heart Association (AHA), with about 125 agents at its National Engagement Center, needed to modernize customer care to accelerate innovation, speed fundraising, and handle high contact volumes—challenges made more urgent when COVID-19 forced an immediate shift to remote work. AHA sought a highly customized cloud solution to reduce abandon rates, process large volumes of donations, and bring emergency cardiac care products to market faster.

Working with Avtex, AHA migrated to Genesys Cloud CX, enabling an overnight move to full work‑from‑home, integrated IVR with Amazon Lex, and AI/chatbot support. The solution delivered 24‑hour coverage, sub‑10% abandon rates, 97% email first‑response resolution, a 4.8/5 customer satisfaction score, freed three headcount for other tasks, and is projected to save about $500,000 annually—positioning AHA to handle peak releases and boost fundraising.

American Heart Association

Chip Sugrue

Vice President of Customer Strategies & Affiliate Management Consultant