Case Study: Feros Care achieves more responsive, cloud-enabled senior care with Genesys Cloud

Feros Care - Customer Case Study

Feros Care is an Australian not‑for‑profit aged‑care provider offering residential villages, home services and wellbeing programs. Facing government reform and growing competition, the organization struggled with legacy contact systems that couldn’t integrate telephony with digital channels or provide adequate reporting and workforce management, limiting responsiveness to seniors and their digitally native family members.

By implementing Genesys Cloud (inbound/outbound, analytics, workforce management and digital channels) Feros Care gained intelligent routing, call recording, unified reporting and faster agent onboarding. This drove 2–5% lower abandon rates, reduced wait times and complaints, improved compliance and agent visibility, and made it easier to scale agents, sites and channels.

Feros Care

Melissa Simpson

Chief Customer Officer