This move will see RelateCare transition its contact center operations in the United States and Ireland to the Genesys Cloud CX platform, further strengthening its commitment to delivering innovative, secure, and patient-centric healthcare communication services.
The shift to Genesys Cloud represents a significant investment in RelateCare’s long-term technology roadmap and supports the organization’s mission to connect patients, providers, and caregivers with the right care – at the right time, in the right place – delivering exceptional experiences and outcomes for all.
“As healthcare systems evolve, patients and providers need seamless, intelligent communication at every touchpoint,” said Conor O’Byrne, Chief Executive Officer of RelateCare. “Our move to Genesys Cloud enables us to offer more personalized, responsive, and scalable patient engagement—while ensuring our clients benefit from the highest levels of security, integration, and reliability.”
Following a comprehensive global Request for Proposal process, Genesys Cloud CX was selected for its ability to meet the complex and regulated needs of the healthcare sector. With capabilities including real-time analytics, AI-driven self-service, and robust Electronic Health Record (EHR) integration – particularly with Epic, RelateCare’s migration positions the company for future growth, operational resilience, and innovation.
Conor O’Byrne said: “Daily, RelateCare schedules thousands of appointments on behalf of our clients and their patients through Epic and other electronic health records. This investment in Genesys Cloud will enable us to bring new innovations to our partners – aligned with industry trends and focused on delivering relevant, contextual experiences to all patients. It’s about meeting patients where they are, whether that’s through voice, digital channels, or AI-powered self-service.”
Key Benefits of the Transition Include:
- Seamless integration with leading EHR platforms including Epic
- AI-powered self-service tools and intelligent routing
- Enterprise-grade security and compliance (HIPAA, GDPR, ISO 27001, SOC 2 Type II)
- Enhanced workforce optimization and analytics
- Omnichannel patient engagement across voice and digital platforms
This transition marks a new chapter in RelateCare’s digital journey, reinforcing its position as a trusted partner to some of the world’s leading health systems and hospitals.
About RelateCare
RelateCare is a global healthcare communications organization that provides end-to-end patient access, clinical and administrative support, and revenue cycle optimization services. With offices in the United States and Ireland, RelateCare partners with some of the world’s most respected health systems to deliver patient-centered, technology-enabled contact center solutions.
About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of its cloud, digital and AI technologies, Genesys empowers organizations to realize Experience as a Service®, helping them deliver empathetic, personalized experiences at scale.