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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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Wednesday, June 17, 2015
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