Case Study: Rochester Regional Health achieves uninterrupted high-quality patient care and rapid remote scaling with Genesys Cloud

High-quality patient care without interruption

Rochester Regional Health, a $2.5 billion healthcare system serving Western New York with five hospitals and about 18,000 staff, relies on a 700-person Patient Communication Center to manage outreach, scheduling, billing and nursing across nearly 90 facilities. Faced with a mix of legacy on‑premises and cloud contact‑center technologies and a sudden COVID-19–driven shift to homeworking and telehealth, the organization needed to rapidly enable efficient remote operations, improve patient experience and reduce costs.

Rochester Regional Health standardized on Genesys Cloud™, rapidly moving agents and telehealth staff to a single platform that simplified integrations, supported screen capture and on‑demand recordings, and enabled advanced routing and flexible licensing. The change delivered higher‑quality interactions at lower cost, faster onboarding (hours), rapid capacity bursting for demand spikes, and ongoing cloud innovation — positioning the health system to add workforce engagement and analytics for even better resource planning.

Rochester Regional Health

Robert Allen

Manager of Communication Center Technical Operations