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Case Study

Genesys Cloud migration elevates CX for 70 million members

Genesys Cloud migration elevates CX for 70 million members

Genesys Cloud migration elevates CX for 70 million members

Cognizant
Pages 4 Pages

To eliminate complex contact center management and high operational expenses across its multi-platform environment, a large US health insurer partnered with Cognizant. Cognizant software helped execute a seamless migration for over thirty thousand associates to Genesys Cloud and Amazon Connect, integrating advanced AWS services and Salesforce CRM analytics. This comprehensive digital transformation drove a five percent increase in patient engagement through digital channels, a twenty percent reduction in weekly manual interventions, and significantly faster, better decision-making for agents. Ultimately, Cognizant software empowered the healthcare enterprise to elevate member experiences, boost operational productivity, and optimize support across all eight lines of business.

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