Medibank Health Solutions, the IT services provider under the Medibank umbrella, is set to deploy a new unified communications platform from Interactive Intelligence.
The platform includes an IP PBX (internet protocol private branch exchange) system, instant messaging, desktop fax, softphone and multi-channel voice recording, as well as a software suite to pull it all together. It will be rolled out to replace the existing Avaya PBX platform over the coming months.
The aim of the roll-out is to better connect Medibank's 1000-strong workforce and improve remote information access for nursing staff.
"We have a limited staff resource but a growing population base to support," Brett Winn, chief information officer for Medibank Health Solutions, telephone and online services said in a statement.
"Our previous PBX and voice-recording platforms required us to operate through multiple platforms. When we first saw [the Interactive Intelligence platform] we were impressed by its all-in-one contact centre automation functionality. We will now be able to run services for SMS, web chat, email and online support through one contact environment. It will also easily integrate with our clinical decision support software," he said.