Overview
Connecting Australians to their services over the phone
COVID-19 prompted businesses and government services to shift to hybrid work and provide their services remotely. 73 percent of medical professionals have experienced a higher volume of telephone-based consultations since 2020.
As a leading group of health, medical and employment brands, MedHealth works with government services and private sector businesses to provide direct and indirect support for people across Australia, including people with illness, disabilities, workplace injuries and job seekers.
Challenge
Disconnected systems disrupt support
MedHealth’s contact centres need to handle high-priority client calls efficiently but have been hampered by multiple legacy platforms that became increasingly difficult to manage.
As a result of fast growth and several acquisitions, platforms across six of their core business units included:
- Three brands (atWork Australia, Cogent, and Ability Access Australia [AAA]) already on separate tenancies of Telstra Genesys Cloud
- Unified Healthcare Group (UHG) on an on-premises, legacy phone system
- JobAccess operating with a hunt group call centre function which was becoming out-of-date MedHealth’s internal IT division using Skype for Business
There were technical issues with those tenants on the legacy telephony infrastructure, a lack of integration across other software (such as CRM systems), and difficulties routing calls for brands with multiple business units.
COVID-19 also made it challenging to shift to remote working. As call volumes increased, MedHealth experienced more dropped calls and difficulties meeting client demand. This was having a direct impact on the customer and employee user experience.
The key challenge was to provide a seamless, integrated and consistent approach with exceptional service but to also enable each contact centre to operate separately and securely within the bounds of its individual brand.
There were six disparate contact centres that ... had six very different business requirements ... Bringing that under a single structure and approach was quite powerful.
Andrew Cooper
Technical Operations and Security Manager at UHG
Solution
One cloud platform, many possibilities
After a competitive due diligence exercise, MedHealth partnered with us to bring all six contact centres together under one Telstra Contact Centre Genesys Cloud tenancy.
While each contact centre still operates independently, the organisation can now manage them centrally, allowing for simpler administration, ease of scale, and the ability to run holistic reporting across all business unit activities.
The approach
Streamlining MedHealth’s platforms with CVT Global
Along with our delivery partner CVT Global, we worked with MedHealth to design and undertake a phased deployment approach. This started with the organisation’s IT service desk, which was seamlessly migrated to Genesys Cloud.
We also brought all the business units already on Genesys Cloud into one centralised service. This allowed existing configurations to be retained, while seamlessly adding new functionality. Legacy contact centres were also set up on the Genesys Cloud service, providing full visibility and access to a modern contact centre feature set across all business units.
CVT also trained business units to use intuitive administration functions within Genesys Cloud, so they could make day-to-day operational changes without being reliant on IT.
“Our aim was to get the configuration as close to the business as possible, which we’ve achieved, with back-end support provided by IT,” says John Taylor, Group CIO at MedHealth. “That support is now far less than what was previously required. We’ve improved the customer experience, agility and reduced total support costs.”
Call flow routing was simplified, and the API-enabled Genesys Cloud platform was seamlessly integrated with other MedHealth IT systems. MedHealth also took advantage of the Genesys Cloud Quality Management voice recording feature, which helps fulfil security and compliance obligations.
Delivered as a managed service, CVT worked alongside our support teams to provide a critical support and service wrap that catered to MedHealth’s requirements.
I’ve done a lot of different projects and migrations around the world in my career, and the delivery of this project by Telstra and CVT would have to be one of the best to get a really solid outcome. CVT honestly exceeded my expectations. The whole implementation was incredibly easy, and they impressed our team at every stage of the process. We had an outcome from start to finish in around three months.
John Taylor
Group CIO at MedHealth
The impact
Delivering a platform built for growth
With Telstra Contact Centre Genesys Cloud, MedHealth’s business is no longer hamstrung by technology. The organisation immediately recognised stability improvements from the Telstra Voice Network, with higher call quality, better reliability, and a significant reduction in calls dropped compared to legacy systems.
Average call waiting times are just 10 percent of what they were before the implementation, as staff can route calls more effectively and more easily handle volume during peak periods.
MedHealth can now focus on more strategic initiatives to achieve sustained future growth. The organisation has already begun building omni-channel capabilities, adding text message engagements across certain brands. It’s also looking to link its contact centre with digital channels, bringing everything together under one platform.
“From a technological perspective, things are much improved,” Cooper continues. “Before, the business couldn’t focus on growth, as we were conscious of what couldn’t be achieved. That’s all been taken away now, and our team can get back to focusing on client outcomes. Where tech was a blocker before, it’s now an enabler, so we’re very happy with how things have turned out.”
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