The story

With 450 skilled nursing centers and senior living communities in 30 states nationwide, as well as delivering rehabilitation therapy in some 1,700 locations in 45 US states, Genesis Healthcare (“Genesis”) focuses on “critical life moments” such as Assisted Living/Senior Living options, Memory Support, or the process of recovering from a serious illness—to name a few. Headquartered in Kennett Square, Pennsylvania, Genesis reported 2019 earnings at $4.9 billion, placing it #543 on the Fortune 500 list.

All these locations relied on an enterprise-level Avaya system to stay in communication. Communication is obviously vital to the healthcare industry, but in Genesis’ case, so was its core mission to “[improve] the lives [it touches] through the delivery of high-quality healthcare and everyday compassion.” The Avaya support it initially relied on didn’t quite have the level of initiative for the mission that Genesis wanted, as so the search began for a new partner that would better emulate its values.