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News : eHealth Queensland Plans Tech Support Overhaul

#contactcenterworld, @qldhealthnews, @awscloud

Queensland, Australia, May 29, 2018 -- eHealth Queensland is turning to internal-facing chatbots and automation to cut the time the state’s health employees spend on the phone seeking IT support.

The division of Queensland Health is driving the digital transformation of the state’s healthcare systems, as well as supporting workers like clinicians and nurses.

Chief customer experience officer Michael Berndt told the recent AWS Summit in Sydney that the agency is one of the first public sector organisations anywhere in the world to run a proof-of-concept on AWS Connect.

Connect is a year-old cloud-based contact centre service offered by AWS. As well as providing a platform for service automation, other AWS services such as Lex - used for chatbots - can also be plugged into it.

"We are seeing quite a significant transformation of the healthcare industry in Queensland," Berndt said.

"When you look at the digital hospital, integrated electronic medical records and what that’s going to be able to do for healthcare, what we need to do to support that is a very adaptable platform that we can adjust and scale as required."

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Berndt said that supporting users of existing health systems was challenging enough, with high volumes of calls received and often long wait times.

"Often our solution to our problems with call volumes and loads was to throw more resources at it, but that’s something that we simply could not sustain," he said.

"When you look at an ageing population and the cost of healthcare delivery, we really needed to ensure we were being more efficient in driving those services."

Support resources were often stretched straight after a long weekend when eHealth Queensland would see high volumes of password reset requests.

"People would just forget their login details after a long weekend," Berndt said.

"We were facing call volumes that extended our call on hold [time to] over two hours. That’s time that our customers aren’t spending with patients, which is a huge productivity loss.

"We needed a better solution and approach to handle that problem."

Berndt said that wait times generally led to high abandonment rates of almost 40 percent among callers who "just couldn’t wait any further".

The solution - or at least a proof-of-concept for it in the first instance - is to use technology to get to support requests faster.

Berndt said that eHealth Queensland has created a "digital employee" called Alicia - essentially a Lex-powered chatbot - to answer requests in the first instance.

"We’re also introducing ‘Russell’ shortly," Berndt said, though he did not explain whether the two chatbot personas would handle different types of requests.

Berndt said that the chatbots had been well-received, particularly as they were able to solve problems more quickly.

"We're answering almost 90 percent of calls now,"Berndt said.

"The success of the project will ultimately be determined by our customers.

"Part of this as a proof-of-concept is that we’re constantly getting feedback. We are learning as we go because this is new to us.

"We’re wanting to ensure that once we’ve proven the technology and we’ve made a decision to deploy it, that we’ve got it in a state where we’re happy with it."

He said the agency was "treading carefully" on the introduction and scaling of machine learning and artificial intelligence.

Although it is building up an internal development capability, it also worked with Deloitte to "uplift" its own team’s skills in preparation for a production deployment.

Running as a proof-of-concept also meant that eHealth Queensland could "leverage off existing contractual arrangements prior to going out to a tender process", thus avoiding large-scale delays in piloting the technology.

Further tests are planned to bring automation to some of the service desk's backoffice processes.

AWS is likely to form a significant part of any future production deployment, though Berndt noted other vendor technology was also likely to be incorporated.

"I really see the benefit of building out a true end-to-end ecosystem, but I see it as not just one provider [being involved]," he said.

"I see AWS as one of those key components of that, but we’re really looking at how can we leverage off the best-of-breed for what’s available today."

#contactcenterworld, @qldhealthnews, @awscloud

Posted by Veronica Silva Cusi, news correspondent

About Queensland Health:
Company LogoQueensland Health provides a range of services aimed at achieving good health and well-being for all Queenslanders.
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About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by The most central and well-known of these services are Amazon EC2 and Amazon S3.
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Today's Tip of the Day - Brand & Service

Read today's tip or listen to it on podcast.

Published: Wednesday, May 30, 2018

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023

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