Converged Communication Network Applications (CCNA) has implemented the NICE CXone cloud-native platform for Whakarongorau Aotearoa, to transform the Telehealth Services' contact centre operations.
The Australian company is a NICE partner, and was selected to transition the telehealth provider's contact centre environment to a cloud-based solution for greater scalability and rapid response, following significant growth in operations throughout the COVID-19 pandemic.
CXone enables Whakarongorau Aotearoa to meet its immediate needs and the centralised platform provides significant reporting requirements to the New Zealand government.
Whakarongorau Aotearoa's director of technology services Mike Mulvaney said NICE CXone enables the organisation to rapidly respond to changing public health events, seamlessly scale the supporting workforce as needed, without disruption to service.
Government funded Whakarongorau Aotearoa is a social enterprise owned by health providers ProCare and Pegasus Health.
The telehealth services are free to use, and include General Practice After Hours, Healthline, 1737 Need to talk?, Peer Support, Quitline, ambulance secondary triage, the Gambling Helpline, the Alcohol Drug Helpline and Poisons Advice.
CCNA has worked to overhaul the 000 phone system of Western Australia's Department of Fire and Emergency Services, and won a CRN Australia Impact Award in 2021.
