Case Study: Siemens Healthineers achieves global CX harmonization and zero-downtime support with Genesys Cloud CX

Harmonizing customer experience around the globe

Siemens Healthineers, a global medical-technology leader whose products support an estimated 5 million patients daily, faced fragmented, PBX-based contact centers that hindered collaboration, service consistency and rapid IT delivery — challenges compounded by the need to enable remote working during the pandemic and standardize customer experience across markets.

By implementing Genesys Cloud CX with partner Cognizant, the company connected 2,200 agents across 236 offices in 35 countries in eight months, enabling intelligent call routing, unified agent workflows and 6–8 week remote provisioning for new sites. The solution delivered better reporting and data‑sovereignty compliance, zero-downtime global failover, reduced IT issues and higher user satisfaction — improving responsiveness to clinicians and helping optimize patient experience.

Siemens Healthineers

Jochen Hostalka

Senior Vice President IT