Case Study: Rush University System for Health cuts handle time by up to 15% with Genesys Cloud

Rush University System for Health cuts handle time by up to 15% with Genesys

Rush University System for Health, a major healthcare provider, faced challenges in managing high patient call volumes and creating frictionless, empathetic interactions. They sought to modernize patient access and better support their agents. To address this, they partnered with vendor Genesys to implement the Genesys Cloud CX platform.

The Genesys solution integrated with key systems like Epic and Salesforce, utilized predictive routing and conversational IVR, and enabled self-service options. This resulted in a significant reduction in average handle time by up to 15% across 37 queues and a 39-second decrease in the average speed of answer. Genesys also helped Rush nearly double its self-service success rate, leading to improved service levels and a much stronger patient experience.

Rush University System for Health