Inside Emory Healthcare’s Contact Center Transformation
Healthcare organizations today are under growing pressure to improve patient access, reduce wait times, and deliver a seamless, secure experience across every interaction. Yet many still rely on outdated systems that limit efficiency, compliance, and patient satisfaction.
At Call Center Power, we help hospitals, health systems, and healthcare providers modernize their contact center operations through cloud-based technology, AI-driven analytics, and operational expertise.
Our recent partnership with Emory Healthcare—one of the nation’s leading academic health systems—shows how technology and strategy can come together to redefine the patient experience.
The Challenge: Modernizing a Complex Healthcare Contact Center
Emory Healthcare’s contact center manages thousands of patient calls and digital interactions daily, from appointment scheduling to clinical triage and provider communication. Like many large healthcare organizations, Emory faced challenges with:
- Fragmented systems and manual processes
- Long patient wait times and inconsistent experiences
- Limited analytics visibility and workforce forecasting gaps
- Complex compliance and data security requirements
They needed a HIPAA-compliant, scalable contact center solution that could centralize operations, empower agents, and improve patient satisfaction across multiple departments.
The Solution: Genesys Cloud CX and Operational Optimization
Call Center Power designed and implemented a Genesys Cloud CX solution customized for Emory Healthcare’s operational goals and patient care needs.
Our team of certified Genesys Cloud CX architects and consultants modernized the contact center by integrating:
- Omnichannel routing for voice, chat, and email to ensure patients reach the right department quickly
- AI-driven analytics and reporting to track patient access and agent performance in real time
- Workforce management tools to improve scheduling, adherence, and forecasting accuracy
- Quality management automation and real-time coaching dashboards to elevate agent performance and engagement
We didn’t just install technology. We built a future-ready contact center ecosystem designed for sustainable growth, efficiency, and compliance.
The Results: Scalable, Data-Driven, and Patient-Centered CX
The transformation produced measurable results across operations and patient experience:
- 35% improvement in patient access efficiency
- 22% reduction in average handle time (AHT)
- Higher first-contact resolution and reduced patient frustration
- Improved agent engagement and retention with data-driven feedback
- Enhanced compliance and data security across all patient interactions
By combining Genesys Cloud CX technology with Call Center Power’s healthcare contact center consulting and operations, Emory Healthcare achieved a unified, intelligent, and scalable solution that now serves as a model for the future of healthcare CX modernization.
The Future of Healthcare Contact Centers
As patient expectations rise and healthcare systems expand digital access, modern contact centers must be both technologically advanced and operationally intelligent.
Through our expertise in cloud migrations, AI automation, and contact center operations, Call Center Power helps healthcare organizations modernize patient access by implementing and optimizing platforms like Genesys Cloud CX and Amazon Connect.
- Implement secure, HIPAA-compliant contact center platforms
- Improve patient access, scheduling, and satisfaction
- Optimize agent performance through analytics and training
- Leverage AI, omni-channel tools for real-time support and predictive insights
Our approach bridges the gap between technology enablement and operational execution, ensuring measurable ROI and lasting impact.
Ready to Transform Your Healthcare Contact Center?
From major hospital systems to specialized healthcare providers, Call Center Power delivers scalable, secure, and patient-first contact center solutions.
Proven Results
How WellDyne Modernized Pharmacy Member Support with Amazon Connect
See how WellDyne partnered with Call Center Power to modernize their contact center on Amazon Connect — improving member support, reducing handle time, and scaling pharmacy CX across channels.
Transforming Patient Access Operations at Emory Healthcare
See how Emory Healthcare improved workforce management, training, and performance with Call Center Power’s operational transformation—reducing attrition by 30% and boosting quality scores by 15%.
Transforming Patient Access Technology at Emory Healthcare
Discover how Emory Healthcare partnered with Call Center Power to implement Genesys Cloud and Epic Cheers, reducing AHT, improving FCR, and transforming patient access technology.
Modernizing the Contact Center Experience for HST Pathways with Amazon Connect
Recognizing the need for a scalable, integrated, and data-driven contact center, HST Pathways partnered with Call Center Power to modernize their operations. The goal: migrate to a cloud-based platform, seamlessly integrate with Salesforce, and equip their team with the tools and insights to deliver faster, more efficient, and higher-quality support.
How Call Center Power Transformed AmRide’s Contact Center — Zero Downtime, Higher Efficiency
AmRide partnered with Call Center Power to conduct a comprehensive contact center transformation, addressing downtime, inefficiencies, and scalability challenges. Through targeted process redesign, technology enablement, and workflow optimization, AmRide achieved improved service reliability, greater agent efficiency, and a scalable foundation for future growth.
An Ongoing Relationship Saving Millions
By engaging Call Center Power, a major Automotive Company was able to achieve significant milestones, including designing and documenting service processes, establishing a call center in record time, saving millions through negotiations, and implementing a robust Quality Management program. This case study follows Call Center Power’s work from 2019 to now.