NICE has announced that Whakarongorau Aotearoa New Zealand Telehealth Services has implemented NICE's CXone cloud-native platform. The aim was to transform its contact centre operations and deliver frictionless customer experiences to support the health of the New Zealand public.
Whakarongorau Aotearoa is a social enterprise that manages the New Zealand government-funded national telehealth services across seven digital channels as part of the National Telehealth Services Contract, operating several contact centres.
After growing its operations significantly throughout the COVID-19 pandemic to respond to the needs of the public, Whakarongorau Aotearoa realised it needed a more agile and flexible solution to handle its operational needs.
To move into its next phase of maturity and to better respond to strategic opportunities and community needs digitally, Whakarongorau Aotearoa selected NICE and its partner Converged Communication Network Applications (CCNA) to transition its contact centre environment to a mature, cloud-based contact centre solution. The organisation sought to delivers greater scalability and rapidly respond to changing business requirements and adapt to evolving public health concerns.
NICE CXone states it enables Whakarongorau Aotearoa to meet its immediate needs. As Whakarongorau Aotearoa operates the centralised platform for New Zealand's National Telehealth Services, it provides significant reporting requirements to the New Zealand government.
CXone delivers comprehensive reporting capabilities that allow the organisation to achieve greater insight into its services at a granular level, providing Whakarongorau Aotearoa the ability to further streamline its operations.
Additionally, CXone allows Whakarongorau Aotearoa to continue to evolve and deliver to more channels in which it can better support the New Zealand public.
Mike Mulvaney, Director of Technology Services, Whakarongorau Aotearoa New Zealand Telehealth Services, says, "The health of the New Zealand public is of the utmost concern for Whakarongorau Aotearoa.
"NICE CXone enables us to rapidly respond to changing public health events, seamlessly scale the supporting workforce as needed without disruption to service users and will empower us to provide better service to reach even more New Zealanders."
Darren Rushworth, President, NICE International, says, "CXone will provide Whakarongorau Aotearoa the ability to seamlessly move into its next phase of maturity and grow with the organisation as it continues to evolve. CXone will allow them to support New Zealanders effectively and create exceptional customer experiences."
Whakarongorau Aotearoa is a social enterprise owned by ProCare and Pegasus Health, which manages the New Zealand government-funded, free to the public, 24x7 national telehealth services across seven digital channels. The services Whakarongorau Aotearoa runs include General Practice After Hours services and those that are funded as part of the National Telehealth Services Contract with the New Zealand government (from 2015).