Medibank CIO talks contact centre automation

Medibank CIO talks contact centre automation

Deployment set to improve health services

Medibank Health Solutions is set to deploy a contact centre automation solution and all-in-one IP software suite to improve the delivery of its healthcare services.

The healthcare provider will deploy Interactive Intelligence’s Customer Interaction Centre (CIC) across its Australian operations after conducting an extensive market-wide search for the right product.

CIO of Medibank Health Solutions, Brett Winn, said the move would allow the company to move into the multimedia space.

“We already automate our procedures; we run a large clinically-based call centre with about 850 operators on our books," he said. "It's a platform change [that will] move our business to the next level, which is very much that online and multimedia-style medium which isn’t always offered.”

Winn said he looked at the future of the healthcare profession when developing a business case.

“It was about an investment decision for us around the direction that the industry is taking. Out choices were to either elevate investment in our old platform or invest in a new technology. We chose the latter,” he said.

The move will result in Medibank running services for SMS, web chat, email and online support and integrate with existing software.

Medibank Health Solutions was recently acquired by Medibank Private and runs separately to the partent company. Winn described the IT role as a solution provider as "varied".

“We run day to day support services all the way up to some software development," he said. "We sell healthcare and clinical decision making software to the likes of Ambulance Victoria.”

Medibank Health Solutions will implement CIC across the business early next year with developing software projects being a high priority on Winn’s IT agenda.

“We’re only in the scoping stages of the project. Early indicators suggest we’ll be deploying early next year in either January or February.

“For us, it’s about developing a software development roadmap and how we integrate the web platform with solutions like the CIC solution to really provide a better service to the community,” he said.

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Tags CIO rolecustomer serviceMultimedia Technologymedibank privatemedibank health solutionsBrett Winn

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