THE BOTTOM LINE

Genesys ROI case study: Company Nurse

Company Nurse deployed Genesys PureCloud to modernize its contact center and enable omnichannel capabilities. The project increased injury intake agent productivity by 10 percent and triage nurse agent productivity by 15 percent, enabling the company to realize significant savings with its call overflow partner. It saw a 10 percent year-over-year increase in inbound phone traffic and was able to manage this increase without hiring additional agents at the same rate, resulting in additional cost savings. With the PureCloud deployment, Company Nurse is well-positioned for growth, now being able to more efficiently handle increased traffic with the same number of staff.