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Western NSW Local Health District Case Study

The Customer

Western NSW Local Health District (LHD) supports the public’s needs in the areas of Oral Health and Child Well Being in the remote regions of Western NSW.

The Challenge

Western NSW LHD requires a reliable and adaptable Contact Centre application to inform customers of new information as well as optimising the available resources across the district.

The Solution

PureCloud Contact Centre Genesys Powered is a cloud-based contact centre that provides organisations with the flexibility to scale from 10 to 1000+ agents. Multi-channel capability enables a single view over all customer interactions in real time through an intuitive management and reporting portal.

The Benefits

  • Western NSW’s IT team has visibility of operations in real time and make changes instantly
  • Current and historic information at their fingertips
  • Call queues can be scaled and managed more effectively based on volumes
  • Operations are more resilient with a full cloud model that removes reliance on any one particular site or telephony environment.
  • Staff can focus more on strategic priorities with a more efficient system

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