Case Study: SAMU 44 (Nantes emergency medical service) improves patient care and handles more calls without extra staff with Genesys

Emergency Service Provider, Samu 44, Improves Patient Care With Genesys

SAMU 44, the emergency medical service linked to Nantes University Hospital, serves over a million inhabitants and handles up to 2,000 calls a day (about 470,000 a year) with just a handful of dispatchers. Faced with rising call volumes and life-or-death stakes, the organization needed greater visibility into call flows, performance metrics and a way to manage more interactions without increasing headcount or compromising response times.

NextiraOne deployed a Genesys routing solution on an Alcatel‑Lucent platform with a healthcare GUI, automated electronic medical control files, real‑time dashboards and intelligent routing/virtual waiting rooms. The upgrade let SAMU 44 handle more calls without extra staff, dramatically cut missed calls, boost service quality from 90% to 96%, and paved the way for future non‑voice channels like video, messaging and geo‑location.

SAMU 44

Frédéric Berthier

Operational Director of Medical Process, SAMU 44