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News : A Cloud Solution for Doctors on Call
Canberra, Australia, June 16, 2015 -- Dealing with calls and over home doctor visits, health care provider National Home Doctor Service found they needed a reliable, flexible call centre solution to cater to its diverse and demanding requirements.
"Our vision is to transform health care services in Australia so they are increasingly delivered at home, in a safe and caring environment, with quality patient care delivering excellent outcomes," says Ben Keneally, National Home Doctor Service’s chief executive officer.
Having grown through multiple acquisitions over recent years, the company had inherited a diverse range of call centre technologies which were costly to manage, lacked functionality and often resulted in a less than ideal user experience.
As part of their strategy to provide scale for growth underpinned by a single, uniform communications infrastructure platform NHDS selected Interactive Intelligence’s Communications as a Service (CaaS) offering based on its features, functionality and market traction.
Utilising Interactive Intelligence’s all-in-one Customer Interaction Center™ (CIC) platform, CaaS supports the company’s contact centre agents to further improve patient experience where an NHDS medical receptionist asks a series of questions about the patient symptoms to determine if a home visit is the right option.
Once fully implemented across the Brisbane, Adelaide, Melbourne and Gold Coast contact centres, patients will be able to log their place in a queue and receive a call back. NHDS will also be able to centralise call taking giving the company more scale for growth.
Posted by Veronica Silva Cusi, news correspondent
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About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide
Published: Wednesday, June 17, 2015