Healius Limited (Healius) (ASX: HLS), one of Australia’s leading healthcare companies, has selected Ring Central, Inc. (NYSE: RNG) 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 in Healius’ pathology and diagnostic imaging practices through communications enhancements, initially in the core area of voice and, over the longer term, in adding 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 the provision of appliances and project services to design and deploy the integrated UCaaS and CCaaS environment. The contract includes 500,000 minutes of free calls per month, electronic fax functionality to all numbers and a single help desk integrated into the Healius ServiceNow instance to streamline the management of the entire service environment. communication. With 260 sites in Australia included in the upgrade, the rollout is expected to be complete in early 2023.
The integrated cloud-based solution will replace Healius’ suite of disparate and end-of-life telephony and contact center technologies, and will be integrated with Microsoft Teams, Salesforce.com and other business applications, for customer service and a more effective employee experience.
RingCentral has also complied with Healius requirements to improve service availability and reliability with a guaranteed level of 99.999% telephone service, and to maintain the security and privacy of all customer content. This content includes the content of calls, faxes, voicemails, voice recordings, shared files, conferences, chat rooms, emails, or other communications transmitted or stored through the RingCentral Services, data being stored and accessible only in Australia.
Arjun Narang, Managing Director – Transformation of Operations, Healius Limited“RingCentral provides us with the ideal integration of communications infrastructure and applications into a single service, which we have evaluated through successful trials of their solution at two of our sites in Sydney. These trials demonstrated the capabilities of the RingCentral platform to our team, and “The analytics and reports generated by the RingCentral platform gave us valuable insights into the operations of the Healius business. We also look forward to RingCentral’s continued innovation and technological evolution as a long-term partner.”
John Poli, Industry Director, Healthcare at RingCentral: “The healthcare companies that RingCentral works with globally are constantly looking for new ways to increase growth, productivity and efficiency, while providing quality, affordable, safe and accessible services to their patients. To achieve this, these companies are embracing new technologies to enable more dynamic business operations, outcome-driven measurement, and a focus on the patient, physician, and employee experience — in that order.”
Peter Hughes, Regional Vice President, RingCentral“The project with Healius is a great example of these new ways of applying technology in healthcare, highlighting the transformational effects of RingCentral’s modern communications architecture and integrated platform. Removing the barriers of a rigid telecom infrastructure and moving to the cloud, IT-as-a-Service models open up opportunities for further innovation and digital integration potential.This will in turn 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 main diagnostic activities, pathology and imaging. Through its unique footprint of centers and 11,000 staff, Healius provides specialist diagnostic services across Australia to consumers and their referring practitioners. Healius is currently considering opportunities to sell its day hospital business.
About Ring Central
RingCentral, Inc. (NYSE: RNG) is a leading provider of cloud-based communications and contact center solutions for enterprises, based on its powerful global Message Video Phone (MVP®) platform. More flexible and cost-effective than the legacy PBX and on-premises video conferencing systems it replaces, RingCentral enables modern mobile and distributed workforces to communicate, collaborate and connect through any mode, any device and anywhere. RingCentral offers three key products in its portfolio, including RingCentral MVP™, a Unified Communications Platform as a Service (UCaaS) including team messaging, video conferencing and cloud phone system; RingCentral Video®, the enterprise video conferencing solution with team messaging that enables intelligent video meetings; and RingCentral cloud contact center solutions. RingCentral’s open platform integrates with leading third-party commerce applications and allows customers to easily customize commerce workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.
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