Genesys®, a global leader in AI-powered experience orchestration, has announced Modivcare as the winner of the Employee Experience (EX) Mobilizer category in its 19th annual Customer Innovation Awards. This category honors organizations that have modernized their approach to managing and empowering employees, leading to improved experiences.
Modivcare, a technology-enabled healthcare company, is a leading provider of non-emergency medical transportation (NEMT), virtual patient monitoring, and personal in-home care services. With a focus on delivering personalized experiences for its 34 million members, Modivcare leveraged Genesys and a digital-first approach to become one of the first in the NEMT industry to use AI for enhancing member experience and providing real-time data analytics for quality performance at scale.
In its quest to improve member and client experiences, Modivcare adopted the AI-powered Genesys Cloud™ platform to scale its operations and consolidate workforce tools. This integration has streamlined the scheduling of member transportation, enhancing efficiency.
Almost a year into its contact center transformation with Genesys Cloud, Modivcare has reported significant improvements in both member and teammate experience indicators, including an impressive 86% increase in teammate retention. The implementation of Genesys Cloud Workforce Engagement Management (WEM) has provided Modivcare with advanced quality management tools, speech and text analytics, and gamification techniques, keeping teammates engaged and enabling them to deliver seamless member experiences. The switch from a legacy workforce management solution to Genesys Cloud WEM has also reduced IT-related issues from 65% to less than 15%.
To further support its digital-first strategy, Modivcare introduced Genesys Web Messaging, allowing agents to handle member inquiries more efficiently. This change has led to a 2:1 ratio of transactions per agent and a 50% reduction in call volumes, resulting in $17 million in cost savings to date.
“As the population ages and Medicare spending increases, the NEMT industry must evolve with a digital-first strategy and high-quality, integrated services to support more members,” said Heath Sampson, President and CEO of Modivcare. “By focusing on innovation and modernizing our systems, our teammates can work more efficiently, allowing them to provide the human element in each high-touch engagement with our members.”
The Customer Innovation Awards recognize organizations that transform their customer and employee experiences through AI, cloud, and digital technologies across various industries. Modivcare accepted its EX Mobilizer award at Xperience 2024 in Denver.
