The Genesys Cloud experience orchestration platform enables Narayana Health to handle 50,000 calls daily, ensuring timely and personalised patient care
 
Narayana Health has revolutionised its patient experience by deploying the Genesys Cloud platform. By implementing Genesys Cloud, Narayana Health has enhanced its capability to manage patient interactions across its extensive network of hospitals and clinics, which serves over 4.2 million patients annually. The platform now enables the healthcare provider to handle over 50,000 calls per day.
 
The integration led to a significant reduction in average handle times by approximately 15 per cent, enabling faster response times by agents and greatly improving operational efficiency and patient satisfaction. Moreover, the cloud-based Genesys platform offered robust scalability and flexibility, seamlessly accommodating Narayana Health’s expansion needs.
 
"We chose Genesys as our partner due to its industry-leading reputation, comprehensive feature set, and proven track record. Most importantly, Genesys distinguished itself by meeting our specific requirements and delivering a unified solution that has transformed our ability to elevate the patient experience and provide exceptional care, all while utilising minimal IT resources," said Dr Ashish Bajaj, Chief Marketing Officer, Narayana Health.
 
Raja Lakshmipathy, Vice President and MD, Genesys, India & SAARC said, "We are pioneering new ways to orchestrate experiences with a more focused patient-centric approach. Genesys is committed to supporting Narayana Health's transformative journey, redefining how patients experience high-quality, personalised, and seamlessly accessible healthcare services.