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 organisation connects the public seamlessly with care when they need it.
The professional workforce of over 350 is spread across four contact centres, with 150 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 Genesys® PureConnect™ Cloud, enabling it to accommodate remote workers and scale for large volume spikes in its contact centre.
Quick implementation delivered on budget
Scalability to accommodate service spikes of 75% or more
Seamless virtual contact center with over 40% of the workforce working remotely
“We only had 15 weeks to establish the organisation 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
Transform the employee experience
Deliver omnichannel experience for clients
Replace a stagnant 9-5 service on a legacy siloed platform