Adelaide, 27 October 2016 – QPC, the specialist contact centre services and solutions company, has announced that it will deliver a range of consulting and technical support services to manage the integration of cloud and on-premise customer engagement solutions for health funds participating in the Adelaide-headquartered Hospital and Medical Benefits System (HAMBS).
HAMBS provides a wide range of software development and hosting services for Australia’s private health insurance industry. These include business application tools that allow health fund organisations to effectively manage their core business while maintaining legislative and regulatory compliance requirements.
Primarily, the organisation supplies and supports the HAMBS application, a sophisticated and user-friendly software and information technology solution which services 23 private health funds nationwide. HAMBS also provides the hosting of the application and network services for 19 private health funds.
HAMBS application customers are able to select from a catalogue of hosting and consulting services to ensure they achieve the maximum benefit from their relationship with HAMBS. At the same time, HAMBS accepts and processes an extensive range of e-commerce transactions, including HICAPS and IBA, Medicare Two-Way, and hospital claims.
“Our ongoing aim is to seamlessly integrate our private health provider members with the HAMBS engine through a suite of customer engagement solutions which will ultimately improve their consumers’ experience and enable us to drive productivity and organisational effectiveness within our own business and among the health fund providers,” said Nick Paterakis, Technical Services Manager, HAMBS.
Following a comprehensive market review, QPC were selected by several funds within the HAMBS community to provide customer service solutions. As part of this process and in recognising each other's value. HAMBS and QPC will work closely together to manage the deployment of the Interactive Intelligence PureCloud℠ suite of cloud services for enterprise-grade communications, collaboration, and contact centre management.
Built on top of Amazon Web Services and using a distributed cloud environment, QPC will build integration between the PureCloud℠ platform and HAMBS providing for easy sharing of documents, images and other content both inside and outside the organisation for simple, secure and efficient team-based collaboration. Additional benefits include real-time enterprise collaboration tools, support for multiple voice, video and mobile endpoints and sophisticated IP PBX capabilities.
In addition, QPC will provide consulting and technical support services to build integration between HAMBS and the Interactive Intelligence Customer Interaction Center (CIC) hosted and on-premise customer engagement solution for several member health funds. This will further support their transition to providing omnichannel customer services.
CIC enables organisations to customise functionality to meet their unique business needs while managing the entire business process with a full suite of multichannel contact centre, unified communications and business process automation features.
Collectively, integration with both the Interactive Intelligence hosted and on-premise solutions will support seamless access for the HAMBS application for all business processes, including imaging and workflow. All relevant documentation, including customer correspondence, invoicing, claims and sales data will be able to be stored and managed electronically, ensuring data integrity at the point of processing.
“QPC will support HAMBS with market-leading skills, expertise and experience which will ensure that as the HAMBS application is continually enhanced, we’ll be able to provide our health fund members with ongoing seamless access to new functionality to meet today's health insurance information technology needs.
“The result of working with QPC is that both organisations will become joint technology partners to Australia’s leading health funds providers and able to offer technical expertise, ongoing integration support and, ultimately, ongoing value in the overall comprehensive service we can provide back to the health funds to fuel their own individual customer experience business requirements,” said Paterakis.
QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.
The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.
QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com