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Homecare Medical New Zealand is a social enterprise that runs digital telehealth services — offering more than 20 free health, mental health and addictions support lines across digital channels. Driven by an ambition to virtually support Kiwis to stay well, the organization connects the public seamlessly with care when they need it.
The professional workforce of over 1,200 is spread across nine contact centers, with 400 of those working remotely. Consisting of medical professionals across a wide spectrum of health specialties, the Homecare Medical team responds to around 3,000 New Zealanders a day, across multiple channels.
Homecare Medical was able to quickly implement the cloud-based Genesys PureConnect™, enabling it to accommodate remote workers and scale for large volume spikes in its contact center. The organization is at the forefront of the New Zealand government’s emergency response to COVID-19. At the start of the pandemic, both inbound and outbound call rates soared virtually overnight by 1,000%. Homecare Medical was able to effectively scale to meet public demand.
“We only had 15 weeks to establish the organization to when we had to take our first call. We needed a really agile partner and the Genesys team came through, delivering on time and on budget.”
Andrew Slater, CEO, Homecare Medical
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
