Case Study: Integral Care achieves 24/7 helpline uptime and 97% fewer abandoned calls with Genesys Cloud

Offering help through the toughest times

Integral Care is a nonprofit behavioral health agency with 900+ staff across 45 locations that operates a 24/7 Crisis Helpline and a range of mental health, substance use and housing services. Its legacy on‑premises contact center was unreliable, hard to scale and frequently failed (2–3 outages per month lasting up to hours), leaving clinicians unable to take critical calls and degrading service during peak demand.

Moving to Genesys Cloud with triple‑active redundancy—deployed and tested within a month—provided a resilient, easy-to-manage platform with custom IVR, integrations to the agency’s electronic health record and Microsoft Teams, and automated routing and translator support. The result: the contact center stayed operational through other IT outages, abandoned calls fell by 97% (from as many as 91/month to just two in the first month), IT overhead dropped to a single internal engineer, and reporting and scalability improved funding targeting and frontline service delivery.

Integral Care

Sunila Levi

CIO