Case Study: Maxicare achieves faster customer resolution and higher agent productivity with Genesys

Proactive care to help Filipinos live their best life

Maxicare, a healthcare provider in the Philippines, wanted to deliver more proactive, personalized service while improving call resolution and agent productivity. To support this goal, Maxicare worked with Genesys and its cloud-based customer experience platform to better manage patient interactions and create a more efficient contact center.

Genesys helped Maxicare improve workforce visibility, call distribution, and real-time intelligence through workforce engagement management capabilities. The results included a 73% decrease in call abandonment rate, higher agent occupancy, and a 51% increase in calls handled by agents within two months of implementation, with calls handled up 14.34% in the first month and 50.76% in the second.

Maxicare

Christian Argos

CEO