Case Study: Independent Health achieves a member-first, cost-efficient cloud contact center with Genesys Cloud CX

Empowering a member-first culture

Independent Health is a regional health plan serving nearly 380,000 members with a “RedShirt®” member-first culture supported by about 1,100 associates. Despite strong service values, the company struggled with fragmented on‑premises tools (Avaya telephony, Verint WFM and multiple point solutions) that added complexity and limited its ability to expand digital and omnichannel capabilities and empower associates.

Independent Health migrated to Genesys Cloud CX in a 100% remote, self‑managed four‑month rollout, simplifying systems and integrations (including Siebel) and adding chat, callback and AI intent routing. The move cut systems and support costs, scaled to handle roughly 40,000 calls and 800 chats monthly, extended voice to 300+ back‑office users, improved agent productivity and maintained about 95% member satisfaction while enabling faster innovation and better workforce planning.

Independent Health

Amanda Prell

Director Contact Center Experience