Case Study: Fraser Health achieves contact center consolidation, modernization and improved efficiency with Genesys PureConnect

Fraser Health - Customer Case Study

Fraser Health, one of British Columbia’s largest health authorities, operates 12 hospitals and a Switchboard contact center that fields about 1.5 million calls a year with roughly 60 operators. Facing end-of-life PBX/ACD systems, two siloed Switchboard sites, paper-based directories, no integrated recording or unified reporting, and limited disaster-recovery and load-balancing capabilities, the organization struggled with inefficiencies, errors on critical code calls and little visibility into agent performance.

Fraser Health implemented the Genesys PureConnect all-in-one platform to consolidate and standardize contact center operations, digitize directories (via SharePoint), enable one-click transfers, and add custom priority routing, integrated recording/reporting, and geo-separated server failover. The changes cut average call-handle time by about 15%, reduced disaster-recovery switchover from ~30 minutes to under 3, improved accuracy and emergency response, enabled load balancing across sites, and positioned the authority for scalable, cost-effective growth.

Fraser Health

Thomas Quigley

Contact Center Director