Medibank deploying contact centre automation solution

Gordon Peters
Friday, 20 August 2010 01:23

IT Industry - Deals

Medibank Health Solutions - Telephone & Online Services is to deploy an all-in-one IP communications software suite, Customer Interaction Center solution from Interactive Intelligence across its Australian operations.

CIC was chosen following a comprehensive market review by Medibank, and will be deployed by CallTime Solutions, an Interactive Intelligence partner. It will replace Medibank's existing Avaya PABX and Verint voice recording system which will be retired over the coming months.

According to Medibank Health Solutions - Telephone & Online Services CIO, Brett Winn, the company was 'impressed with the overall offering which CIC could provide on a single software platform.'  'As we operate 24/7 365 days a year, we need a solution with in-built resilience and one that can manage our call flows and automate the deployment of voice recordings against contractual requirements,' Winn commented.

Winn said CIC will enable the organisation to improve the delivery of customer-centric health services provided by its 850 strong nursing workforce, many of whom work remotely, as well as 200 corporate staff located in offices around Australia and New Zealand.

'At the same time, CIC will enable Medibank Health Solutions to enhance the quality of its healthcare contact centre offering provided to government and private sector clients confirming its ongoing commitment to the delivery of valuable healthcare services to the community.' CIC will provide the company's workforce with functionality for IP PBX, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multi-channel recording and blended dialling.

'Our previously PBX and voice recording platforms required us to operate through multiple platforms. When we first saw CIC we were impressed by its all in one contact centre automation functionality. We will now be able to run services for SMS, web chat, email and online support through one contact environment.  It will also easily integrate with our clinical decision support software,' says Winn.

According to Winn, Medibank Health Solutions is a world leader in the provision of telephone and online health support solutions partnering with a wide range of clients including public sector healthcare organisations, national and state governments, private health insurers and other health organisations.

'Our ultimate aim with CIC will be to deploy this cutting-edge technology and use its features to redefine the way we manage our health contact solutions. After all, we have a limited staff resource but a growing population base to support.  Interactive Intelligence will provide us with a robust and critical piece of infrastructure moving forward,' says Winn.

CIC will be implemented across the company's business early next year.