Future of Healthcare, Medical Devices

Whakarongorau Aotearoa Chooses Nice CXone for Contact Center Boost

Whakarongorau Aotearoa Chooses

NICE recently announced that Whakarongorau Aotearoa - New Zealand Telehealth Services has implemented its CXone cloud-native platform to modernize contact center operations as well as to provide seamless customer experiences in an effort to enhance the health of the general public in New Zealand.

Whakarongorau Aotearoa, a social enterprise owned by ProCare and Pegasus Health, manages the government-funded National Telehealth Services Contract. The institution oversees national telehealth services via seven digital channels and various contact centers, ensuring public access to high-quality healthcare.

Whakarongorau Aotearoa chose NICE and Converged Communication Network Applications (CCNA) to move its contact center environment to a mature, cloud-based, more scalable, and flexible solution to meet changing business needs. This will help it take advantage of strategic opportunities and meet transforming community needs digitally.

Whakarongorau Aotearoa can meet New Zealand's National Telehealth Services' immediate needs and reporting needs with the help of NICE CXone. CXone's reporting capabilities provide granular insights for streamlined operations while supporting expansion to new channels and better serving the public.

Mike Mulvaney, Director of Technology Services, Whakarongorau Aotearoa – New Zealand Telehealth Services, stated, "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."

(Source – Business Wire)

Darren Rushworth, President of NICE International, added, "CXone will provide Whakarongorau Aotearoa the ability to seamlessly move into its next phase of maturity and grow with the organization as it continues to evolve. CXone will allow them to support New Zealanders effectively and create exceptional customer experiences."

(Source – Business Wire)

About Whakarongorau Aotearoa

Whakarongorau Aotearoa is a social enterprise jointly owned by ProCare and Pegasus Health. It oversees the management of New Zealand's Government-funded national telehealth services, which are available to the public free of charge around the clock via seven digital channels. The services provided by Whakarongorau Aotearoa include General Practice After Hours services and those covered under the National Telehealth Services Contract with the New Zealand government, which has been in effect since 2015.

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