Healius Limited, one of Australia’s leading healthcare companies, has selected RingCentral to deploy an integrated unified communications as a service (UCaaS) and contact center as a service (CCaaS) solution.
This technology investment is designed to improve the physician and patient experience of Healius’ pathology and diagnostic imaging skills through improvements in communications, initially within the core voice area and in longer term additions. other communication channels. It is also expected to drive workforce and operational efficiency through analytics and insights provided by the RingCentral platform.
The five-year contract includes providing project devices and services to design and deploy an integrated UCaaS and CCaaS environment. The contract includes 500,000 toll-free calling minutes per month, e-fax functionality to all numbers, and a single service desk integrated with Healius’ ServiceNow instance to streamline the management of the entire communications environment. With 260 sites around Australia included in the upgrade, the rollout is expected to be completed by early 2023.
The integrated, cloud-based solution will replace Healius’ suite of telephony and end-of-life telephony and contact center technologies, and integrate with Microsoft Teams, Salesforce.com and other business applications, enabling more great customer service and employee experience.
RingCentral has also complied with Healius’ requirements to improve service availability and reliability with a guaranteed phone service level of 99.999%, and to maintain the security and privacy of all customer content. That content includes the content of calls, facsimiles, voicemails, voice recordings, shared files, conferences, webchats, emails or other communications sent or stored through the RingCentral services, which data is retained and -access within Australia only.
Arjun Narang, General Manager – Operations Transformation, Healius Limited: “RingCentral provides us with the perfect integration of communication infrastructure and applications into a single service, which we have tested by successfully testing their solution on both at our Sydney sites. Those tests demonstrated the capabilities of the RingCentral platform to our team, and the analytics and reporting generated by the RingCentral platform provided us with invaluable insights into Healius business operations. We also look forward to continued innovation and technology evolution from RingCentral as our long-term partner.”
John Poli, Industry Principal, Healthcare at RingCentral: “The healthcare companies that RingCentral works with around the world are constantly looking for new ways to increase growth, productivity, and efficiency, while at the same time delivering quality, affordable, secure, and accessible services 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. “
Peter Hughes, Area Vice President, RingCentral: “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 drive greater operational efficiency and improvements in both the customer experience and the employee experience.”
For over 30 years, Healius has been one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Today, Healius has two core businesses of diagnostics, pathology and imaging. Through its unique footprint of centers and its 11,000 employees, Healius provides specialty diagnostic services across Australia to consumers and their referring practitioners. Healius is currently evaluating opportunities to sell its daycare business.
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone (MVP®) global platform. More flexible and cost-effective than the legacy on-premises PBX and video conferencing systems it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect through any mode , any device, and any location. RingCentral offers three core products in its portfolio including RingCentral MVP™, a Unified Communications as a Service (UCaaS) platform including team messaging, video meetings, and cloud phone systems; RingCentral Video®, the company’s video meetings solution with team messaging that enables Smart Video Meetings™; and RingCentral Contact Center™ solutions. RingCentral’s open platform integrates with leading third-party business applications and allows customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.