Healius chose to implement RingCentral’s unified communications (UC) and contact center (CC) platform across Australia with the aim of improving doctor and patient experiences.
The platform will give Australia’s leading healthcare provider an upgrade to its pathology communications and diagnostic imaging skills, starting with voice and expanding to other communication channels in the future.
Healius also envisions solutions to increase workforce and operational efficiency through the platform’s analytics capabilities and insights.
Arjun Narang, General Manager, Operations Transformation at Healius Limitedsaid: “RingCentral provides us with the perfect integration of communications infrastructure and applications into a single service, which we have verified through successful trials of their solution at two of our sites in Sydney.
“Those tests demonstrated the capabilities of the RingCentral platform to our team, and the analytics and reporting generated by the RingCentral platform gave us invaluable insights into Healius business operations.
“We also look forward to continued innovation and technology evolution from RingCentral as our long-term partner.”
RingCentral and Healius have agreed to a five-year contract. As well as the UC-CC platform, RingCentral has also agreed to provide the project’s devices and services needed for the platform’s deployment.
The contract also includes 500,000 toll-free calling minutes per month, a service desk integrated with Healius’ ServiceNow, and e-fax functionality to all numbers.
The roll-out should be completed at all 260 Healius sites by early 2023.
John Poli, Industry Principal, Healthcare at RingCentralsaid:
“The healthcare companies RingCentral works with around the world are constantly looking for new ways to increase growth, productivity, and efficiency, while delivering quality, affordable, secure, and accessible services. service to their patients.
“To achieve this, these companies are embracing new technologies to enable more dynamic business operations, results-driven measurement and a focus on the patient, physician, and employee experience – in that order .”
Ringcentral’s platform replaces various end-of-life Healius technologies, allowing for new integrations with Salesforce, Microsoft Teams, and more business applications. This will result in better customer support and improved employee experience.
To improve service reliability, RingCentral will also deliver a guaranteed phone service level of 99.999% and will manage the security and privacy of customer content.
‘Customer content’, in this case, refers to call content, voice recordings, voicemail, email, facsimile, conference, shared files, webchat and other communications created or stored through RingCentral services. Data is maintained and accessed only within Australia.
Peter Hughes, Area Vice President, RingCentralsaid: “The project with Healius is a great example of new ways of applying technology in the healthcare sector, demonstrating the transformative impact of RingCentral’s modern communications architecture and integrated platform.
“Removing the constraints of a rigid telecommunications infrastructure and moving to cloud-based, as a service IT models opens up opportunities for further digital transformation and potential integration.
“That in turn will bring greater operational efficiency and improvements to both the customer experience and the employee experience.”
Recently, RingCentral issued a research report which found that more than 90% of business leaders use telephones as their primary means of communication. Far from being yesterday’s technology, the report showed that phones are used in all parts of businesses, with the size of a business having no effect on its use.
In September, RingCentral added AI video features on its RingCentral Video and RingCentral MVP platforms. New AI features include RingCentral Whiteboard, live transcription, noise reduction, reactions, advanced meeting insights, and remote desktop control.