{"id":624367,"date":"2025-11-21T09:00:16","date_gmt":"2025-11-21T17:00:16","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/more-than-700-healthcare-organisations-advance-connected-care-with-genesys-cloud"},"modified":"2026-04-30T09:30:47","modified_gmt":"2026-04-30T16:30:47","slug":"more-than-700-healthcare-organisations-advance-connected-care-with-genesys-cloud","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/more-than-700-healthcare-organisations-advance-connected-care-with-genesys-cloud","title":{"rendered":"More Than 700 Healthcare Organisations Advance Connected Care with Genesys Cloud"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]As healthcare faces mounting pressure from disjointed experiences and escalating costs, a new era of connected, intelligent care is emerging. Genesys is helping lead that transformation \u2014 using AI and workflow orchestration to bridge care gaps; streamline access; and reimagine every moment of the patient, member and clinician experience.<\/span><\/p>\n

Across the industry, providers, payers and life sciences organisations are rethinking how they engage patients, using the Genesys Cloud\u2122 platform<\/a> to unite data, people and processes for more seamless, coordinated care experiences. As of the second quarter of our fiscal year 2026 (May 1<\/span>\u2013<\/span>July 31, 2025) more than 700 healthcare organisations, including eight of the top 10<\/span>1<\/span><\/sup>, rely on Genesys Cloud to modernise how they connect with patients and deliver the next generation of healthcare experiences.<\/span><\/p>\n

During the same period, Genesys powered over 500 million healthcare conversations, a more than 35% year-over-year increase. Each of those interactions represents how Genesys is helping the industry transform care journeys and deliver more personal and efficient care experience \u2014 where patients get access to the care they need, members can seamlessly navigate their care plans, new medications and devices reach patients faster, and staff is able to spend more time where it matters most: with people.<\/span><\/p>\n

This momentum underscores a broader trend: The healthcare industry stands at a pivotal moment. Organisations are working to transform patient and employee experiences amid growing complexity, from evolving regulations and new care models, to a population with diverse health needs, to persistent workforce shortages, to legacy technology and more. <\/span><\/p>\n

T<\/span>hese pressures are exposing the limits of disconnected systems and fragmented experiences, underscoring the importance of connecting every facet of care \u2014 bringing patients, clinicians and intelligence together to create experiences that are as efficient as they are compassionate.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Connected Care, Orchestrated by AI<\/span><\/h3>\n

With Genesys Cloud, organisations can enhance experiences to remove silos, helping patients receive high quality care from empowered clinicians and support teams. The growing adoption of these capabilities shows that healthcare leaders are putting that vision into practice.<\/span><\/p>\n

As of the end of our second quarter, 65% of Genesys healthcare customers are using Genesys Cloud AI<\/a>, including more than 40 healthcare organisations that have adopted Genesys Supervisor Copilot<\/a> since its launch in March 2025.<\/span><\/p>\n

To streamline the patient and member journeys, healthcare organisations are increasingly using<\/span> AI-powered virtual agents<\/span><\/a> to understand intent and proactively schedule appointments, pay bills and premiums, understand their benefits, get access to information about their medication and devices, deliver follow-up care, and offer patients self-service options when they prefer. <\/span>During the second quarter, the number of self-service conversations on Genesys Cloud in the industry grew by more than 2X year-over-year as patients increasingly turn to digital channels for convenience and control. <\/span><\/p>\n

Meanwhile, knowledge queries across Genesys Cloud Agent Copilot<\/a>, Virtual Agents and Knowledge Workbench surged by more than 4X, reflecting how healthcare organisations are expanding their use of AI-driven knowledge to streamline operations and improve the consistency and quality of information shared with patients and staff.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Advancing Connected Care<\/span><\/h3>\n

As healthcare organisations work to create more connected experiences<\/span> Health CX\u2122<\/span><\/a> \u00a0 integrated with Epic2<\/sup><\/span>\u00a0\u2014 one of the world\u2019s most widely used electronic health record (EHR) systems \u2014 brings patient engagement and clinical workflows together on a single, intelligent foundation.<\/span><\/p>\n

Used by healthcare providers like Yale New Haven Health, Health CX helps organisations automate routine tasks like appointment scheduling, billing and outreach, while embedding call controls and real-time staff assistance directly within Epic workflows to simplify care team effort in supporting patients. With AI-powered tools such as auto-summarisation, it helps reduce after-call work and standardise data capture, so care teams can focus on meaningful patient engagement and ensure interactions are documented in the EHR. This unified, AI-enabled approach strengthens communication across voice, text and email \u2014 helping healthcare organisations deliver more connected, compassionate care at scale.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Improving Care Outcomes at Scale<\/span><\/h3>\n

Across the healthcare landscape, customers like Siemens Healthineers, Rush University System for Health, Tandem Diabetes Care, Dubai Health Authority,<\/span> RedSalud<\/span><\/a>,<\/span> Sabin<\/span><\/a> and more are achieving measurable results on Genesys Cloud, including:<\/span><\/p>\n