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Disability Support Services Provider Scope Transforms Call Management with NICE CXone

By Tracey E. Schelmetic August 16, 2022

Consistent call management is of critical importance to the healthcare industry. Improving patient care – often at the top of the goals list for any healthcare provider – means improving call center operations so patients wait on hold less and can find timely help when they need it.

Australian disability support services provider Scope has more than 70 years of experience supporting people with physical, intellectual, and multiple disabilities and developmental delays. Following its acquisition of New South Wales-based Disability Services Australia (DSA) in 2021, and to keep pace with changing industry needs and requirements, Scope needed to upgrade its system to a centralized solution that could provide more consistent call management. The company chose the NICE CXone platform to help streamline its contact center operations and better support its clients across Victoria and New South Wales.

NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. The CXone solution, which has been recognized as a Gartner Magic Quadrant Leader for contact center-as-a-service (CCaaS) for the seventh consecutive year and named the only Leader in both CCaaS and workforce engagement management, will help Scope transition from its outdated incumbent on-premise solution to a cloud-based contact center solution that integrates seamlessly with Microsoft Teams Voice and Contact Center.

With CXone, Scope will be able to intelligently meet its customers wherever their journey begins, enable resolution through data-driven self-service, and arm agents with the tools they need to create a personalized, efficient resolution for any needs event, delivering frictionless experiences across the entire customer journey.

“Scope is in the midst of a once-in-a-generation, sector-wide transformation, which has presented an opportunity to recalibrate as a business and put client choice and control at its heart,” said Glenn Rao, Project Manager for Scope. “As part of this transformation, Scope needed to transition to a more consistent and comprehensive cloud-based contact center solution that would scale with the business and deliver a platform for future growth.”

Scope identified NICE CXone as an ideal solution as it offered more features, functionality, and call recording capabilities. In addition, CXone offered the scalability that Scope needs to support its continued growth across Australia. CXone also lets Scope more easily manage and train staff, which in turn lets the company better support its most vulnerable customers.




Edited by Erik Linask

CustomerZone360 Contributor

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