Success Story

Banner Health Achieves Migration Success

SuccessKPI fills critical gaps during migration, leading to a successful cloud deployment.


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Business Overview

Regarded and recognized as a top health system in the country for the clinical quality consistently provided to patients in our hospitals, nonprofit Banner Health is headquartered in Phoenix, Arizona, and operates 30 hospitals, including three academic medical centers and other related health entities and services in six states. Dedicated to delivering quality customer services, Banner Health’s contact center goal is to achieve a 5% abandonment rate.

Key Challenges

The biggest challenge for Banner Health in transition to the cloud contact center was discovering the differences between Genesys Engage and Genesys Cloud.

Key Success

SuccessKPI enabled Banner Health to continue providing in-depth ACD reporting, making it a seamless transition for the user base. Furthermore, SuccessKPI reporting allowed Banner Health workforce management team and the operational leaders to troubleshoot call routing issues and evaluating agent outlier performance by drilling down and viewing agent level statistics and call level details.

“As part of our migration, SuccessKPI was able to replicate our prior Genesys Engage reporting environment in our new Genesys Cloud platform with the same look and feel, and enhance it with customized reporting with clearly defined KPIs. The SuccessKPI development team was organized, prioritized our requests appropriately, and delivered results on time. We even partnered on a unique report capability that SuccessKPI built into their roadmap.”

Sean Bohl, Banner Health
Sean Bohl, Sr. Director of Customer Experience Channels, Banner Health