Healthcare organizations today are facing burgeoning patient lists during a time when the healthcare labor market is exceedingly tight. As a result, many healthcare companies are turning to cloud-based contact center solutions that help improve call and contact handling and centralize their various communications channels as well as adding next-generation functionality such as AI-driven self-service options.
Australian healthcare company Healius Limited recently chose RingCentral to deploy an integrated unified communications as a service (UCaaS) and contact center as a service (CCaaS) solution. Healius’ investment in Ring Central technology is expected to improve the doctor and patient experiences in Healius’ pathology and diagnostic imaging practices through improvements in communications. The initial push is within the fundamental area of voice, with other channels added to the experience lin later phases. The new technology is also expected to drive workforce and operational efficiency through the analytics and insights provided by the RingCentral platform. RingCentral is guaranteeing Healius telephony service level of 99.999 percent, with robust security that meets Australia’s security and privacy rules for healthcare data.
“The project with Healius is a great example of these new ways of applying technology in the healthcare sector, showcasing the transformational effects of RingCentral’s modern communications architecture and integrated platform, said Peter Hughes, Area Vice President for RingCentral. “Removing the barriers of a rigid telecommunications infrastructure and transitioning to cloud-based, as-a-service IT models opens up the opportunities for further digital innovation and integration potential. That in turn will drive greater operational efficiencies and improvements in both customer experience and employee experience.”
The integrated, cloud-based solution will replace Healius’ range of disparate and end of life telephony and contact center technologies, and will be integrated with Microsoft Teams, Salesforce.com and other business applications, powering a more efficient customer service and employee experience. Healius chose RingCentral after two successful trials of the solution at two patient communication sites in Sydney.
Edited by
Erik Linask
