Narayana Health Deploys Genesys Cloud Platform for Enhanced Patient Experience

Narayana Health tackled legacy system issues and partner communication challenges by adopting the Genesys Cloud platform for a unified customer interaction view.

California-based Genesys, a global leader in AI-powered customer experience orchestration, has announced that Narayana Health, one of India’s leading healthcare providers, has significantly improved its patient experience by deploying the Genesys Cloud platform.

This strategic implementation has enabled Narayana Health to better manage patient interactions across its vast network of hospitals and clinics, which serves over 4.2 million patients annually.

Narayana Health faced challenges with its legacy systems and siloed platforms that lacked an integrated customer experience offering.

Additionally, the healthcare provider needed to manage a diverse network of partners operating on different systems while ensuring efficient communication, particularly during downtimes.

To overcome these challenges, Narayana Health implemented the Genesys Cloud platform, which provides a unified view of all customer interactions.

This integration has resulted in a significant reduction in average handle times by approximately 15%, enabling faster response times by agents and greatly improving operational efficiency and patient satisfaction.

The cloud-based platform also offers robust scalability and flexibility, accommodating Narayana Health’s ongoing expansion needs.

Dr Ashish Bajaj, Chief Marketing Officer at Narayana Health, said, "Our strategic decision to deploy Genesys Cloud has profoundly enhanced our patient interactions and overall service delivery, proving to be a pivotal factor in our success within the competitive healthcare industry. We chose Genesys as our partner due to its industry-leading reputation, comprehensive feature set, and proven track record."

Dr Bajaj added that Genesys met their specific requirements, delivering a unified solution that has transformed Narayana's ability to elevate the patient experience and provide exceptional care while utilizing minimal IT resources.

Achieving Scalability & Cost Efficiency

As Narayana Health sought to innovate and meet rising patient expectations, the Genesys Cloud platform played a crucial role in enhancing the organization’s capacity and scalability.

The healthcare provider successfully consolidated its contact center systems, reducing technical debt and achieving significant cost savings through the unified cloud architecture and open platform of Genesys Cloud.

Moreover, the platform's comprehensive analytics, predictive routing, and reporting tools have provided valuable insights into patient interactions and operational performance.

These insights have further driven improvements in patient care, reinforcing Narayana Health's commitment to delivering high-quality healthcare services.

Sharing thoughts, Raja Lakshmipathy, Vice President and Managing Director of Genesys, India & SAARC, said, "The essential role of healthcare services and the growing importance of delivering effective patient care necessitate technological partnerships that prioritize the human element. Together, we are pioneering new ways to orchestrate experiences with a more focused patient-centric approach.’’

She further said that Genesys is committed to supporting Narayana Health’s transformative journey, redefining how patients experience high-quality, personalized, and seamlessly accessible healthcare services.