UHealthSolutions achieves 90% faster agent onboarding and a seamless customer experience

Reliability redefined

In healthcare, every moment matters. There’s no time for disruptions and outages when customers are reaching out for care.

UHealthSolutions knows this firsthand. The nonprofit business partner to Massachusetts’ state agencies, health plans, health care systems and the Commonwealth’s medical school delivers high-performance healthcare solutions that help people access essential benefits and services. Guided by a commitment to quality, integrity and accountability, the organization’s primary goal is to provide compassionate, efficient support.

But its previous customer experience (CX) system became a hindrance to achieving that goal. The on-premises system had frequent outages that disrupted customer service. It also impeded the nonprofit’s ambitions to innovate, streamline its processes, and improve both employee and customer experiences.

The nonprofit knew it needed a change — but not just any upgrade. “We wanted stability and flexibility,” said Greg Lonnqvist, Associate Director of Operations at UHealthSolutions. “Our old system did the basics, but every new feature was expensive or impossible to implement. We needed something we could build on.”

UHealthSolutions worked closely with its trusted partner Connex on building a CX strategy that would address the nonprofit’s operational goals, improving customer access while supporting HIPAA compliance and streamlining agent workflows. It also sought the optimal CX solution to modernize its service operations, minimize outages and reimagine the customer experience.

After a rigorous procurement process, the Genesys Cloud platform stood out for its resiliency, scalability and innovation roadmap. “Looking at feature sets, uptime and the ability to add capabilities in the future, Genesys came out far ahead,” added Lonnqvist. “And because it runs on AWS — a platform we already trust — that added a layer of confidence.”

Since implementing Genesys Cloud in late 2024, UHealthSolutions has transformed its contact center. It has achieved near 100% uptime, improved agent onboarding time from an hour per hire to just 10 minutes, and empowered agents through a seamless Salesforce integration that unifies interactions on a single screen.

“We were averaging two to three outages a month and relying on a backup system just to stay operational. It wasn’t sustainable,” said Lonnqvist. “Our service operation has been highly resilient since we went live with Genesys. Maintenance happens in the background, development continues and we’ve had zero disruptions. That reliability can’t be overstated.”

Added Jeff Auger, Executive Director at UHealthSolutions: “This is the fourth CX platform we’ve used and it’s the first one where we’ve seen true stability and ongoing support and development.”

Building a foundation for the future of care

The CX transformation at UHealthSolutions isn’t just about fixing problems; it’s also about preparing for what’s next. The organization serves clients primarily in the health and human services space, often supporting elderly populations. For that audience, live-agent engagement has been, and still is, critical. But UHealthSolutions knows that customer expectations are evolving and it needs to be prepared to serve customers across a variety of interaction channels.

“Five to ten years from now our contact center will look very different,” said Auger. “The elderly populations we serve will soon be people who grew up with mobile devices and chat. We need to be ready for that.”

That readiness requires collaboration — in the form of the innovative technology and expertise Genesys provides and the guidance and strategic insight that partner Connex provides. “We wanted a CX system that could grow with us,” said Lonnqvist. “And with Connex guiding us through the selection and implementation processes, we had the confidence to aim high.”

Indeed, the implementation was a textbook example of collaboration done right. Working closely with Connex, UHealthSolutions went live with its Genesys Cloud CX® solution on time and without disruption. Connex provided invaluable project governance, change-management support and customized training to help agents and supervisors adopt the new tools effectively — all while adapting quickly to the nonprofit’s fast-moving schedule.

“Connex has been the best partner I’ve worked with,” said Lonnqvist. “They’re responsive, thoughtful and they understand how technology impacts agents. They help us implement things the right way.”

The implementation went so well, in fact, that it was issue free. “On day one, I was sitting in my office expecting the phone to explode with issues,” said Auger. “By 4 pm, I called the managers to ask how things were going, and there were no issues at all. I’ve been through four migrations, and this was by far the most seamless.”

From planning and implementation to post–go-live optimization, the UHealthSolutions collaboration with Connex has ensured a smooth transition, strong user adoption, and measurable improvements in customer and agent experience. 

Reliability meets rapid results

Since implementing Genesys Cloud, the improvements have touched every part of the service operations at UHealthSolutions. Stability is rock solid. Agent satisfaction has soared. Innovation happens faster than ever — with implementation speeds having improved by up to 75%.

“Things that once took six months in our previous system now take six weeks in Genesys,” said Auger. “The chatbot is a great example. It would’ve taken half a year before, but we implemented it in under a month.”

The Salesforce integration is having a positive impact on agent satisfaction and productivity. “There was one bump in their happiness when we moved to Genesys. We’ve seen another one with the integration of Genesys and Salesforce,” said Lonnqvist. “They love having everything in one place. It’s a true single pane of glass.”

Agent onboarding has been transformed, too, and happens about 90% faster with Genesys Cloud. “Before, it took an hour to set up a new remote agent,” added Lonnqvist. “Now, it’s ten minutes. And if there’s an issue, we can solve it remotely — no one needs to come into the office.”

That efficiency extends to support as well. “We used to have tons of user-related tickets,” said Lonnqvist. “Now they’re almost gone. There are fewer moving parts with Genesys, and everything just works.”

Ready for the next wave of innovation

With its foundation firmly in place, UHealthSolutions is now expanding its CX capabilities. Texting, outbound automation and speech to text are all on its near-term roadmap, with AI evaluation already underway.

“We’re looking at AI thoughtfully,” said Lonnqvist. “We want to understand how it fits our clients’ needs and what makes sense to implement first.”

Connex continues to support that evolution, helping UHealthSolutions optimize its Genesys investment and stay at the forefront of engagement innovation.

In partnership with Connex and Genesys, UHealthSolutions is building a healthy future for itself, its employees and its clients. “We’re confident now that whatever we need to do next, we can do it,” concluded Lonnqvist. “That’s a powerful place to be.”

To learn more about the solutions featured in this case study, visit www.genesys.com.