SUCCESS STORY: EMBLEMHEALTH Creating a customer-centric environment at EmblemHealth How the insurance leader relies on dynamic voice routing from genesys to gain competitive advantage, deliver an exceptional customer experience As New York’s largest health insurer, EmblemHealth serves nearly 3.4 million people, ranging from individuals to large groups. Building on its 75-year history, the company continues to deliver innovative care to New Yorkers and their families. People are their top priority, and with that comes a focus on creating a customer- centric environment. In 2006, EmblemHealth merged its legacy companies, Group Health Incorporated (GHI) and the Health Insurance Plan of Greater New York (HIP). The merger yielded a wide variety of medical, prescription drug,

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