CX Spotlight by Fifth Quadrant

Telephony solution designed and delivered as a managed service by Sydney-headquartered Arrow Voice & Data

Sydney, 17 September 2018 - 8x8, Inc. (NYSE:EGHT), a leading provider of cloud phone, meeting, collaboration and contact centre solutions, today announced that Osana, a new provider of primary healthcare in Australia, has selected the 8x8 Virtual Office cloud-based communications solution to provide the organisation with robust telephony for patient engagement.

Osana’s service has been designed by Australian general practitioners (GP) to deliver better outcomes for patients and their families.  GPs engage with patients in a unique way that activates and empowers patients in their own health and well being through education, coaching and group activities.  At the same time, Osana focuses on preventing illnesses and issues before they arise by formulating a health plan that identifies gaps in an individual’s healthcare.

The decision to deploy 8x8 follows the recent launch of Osana’s first GP clinic in the Sydney suburb of Cremorne.  The cloud-based platform will scale with the organisation’s growth in the months ahead with new Osana clinics being launched in Woollahra and Narrabeen later this year and in the Sydney western suburbs soon thereafter.

8x8 was chosen following a comprehensive market review. The solution was designed and deployed by Arrow Voice & Data, an 8x8 partner and one of Australia’s largest privately-owned telecommunications and IT companies.  Arrow Voice & Data provides the 8x8 cloud service via a managed service offering and also supports Osana with hardware data connectivity and round the clock technical support.  

“Osana is designed to provide convenient healthcare with patients having access to complimentary phone, video and email support as well as home visits, and transport to the clinic when needed.  Ultimately, the Osana mission is to provide quality patient care delivering excellent outcomes by keeping patients healthy and out of hospital.  In support of this mission, we selected 8x8 based on the solution’s robust security, ease of configuration, reliability, ability to scale as our business expands and support for business continuity and site connectivity,” said Dr Kevin Cheng, Founder and GP, Osana.

At the same time, Osana will benefit from 8x8’s customisable web-based reporting capabilities across all patient interactions assisting the organisation to turn the patient experience into a strategic differentiator in the service which Osana provides.

Key features include call handling, reporting and recording, voice encryption and customer engagement.  In addition, 8x8 will support Osana with workforce optimisation through its call flow management feature ensuring that patients are rapidly routed to a staff member best equipped to manage their enquiry.

Once fully implemented, GPs will be able to use 8x8’s collaboration tools such as team messaging and audio and video conferencing to better serve the needs of their patients.   At the same time, patients will be able to able to log their place in a queue and receive a call back. Osana will be able to centralise call taking by linking together its growing network of clinics thereby giving it better capacity to scale for growth.  

Cheng said, “The deployment of 8x8 will play a mission critical communications service and a pivotal role in service and connectivity assisting to support our growth while enabling us to deliver remarkable results in terms of patient satisfaction.  We also look forward to the positive impact that the solution design and technical support from Arrow Voice and Data will provide to our organisation moving forward.”

Osana’s clinics operate on a membership model with an annual fee of $150 and no additional out of pocket costs for patients. GP consultations are charged to Medicare, and membership includes the Care Manager, Health Assistant and any on site allied health sessions on the patient’s care plan, as well as educational workshops and community activities. Community engagement is a crucial part of the Osana team’s social mission to empower local patients to be active in their healthcare planning and education.

About 8x8, Inc.

8x8, Inc. (NYSE:EGHT) is a leading provider of cloud phone, meeting, collaboration and contact centre solutions with over a million business users worldwide. 8x8 helps enterprises engage at the speed of employee and customer expectations by putting the collective intelligence of the organisation in the hands of every employee. For additional information, visit:

8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.

About Arrow Voice & Data

Arrow is a privately owned Australian telecommunications company servicing businesses and organisations across the country.  The company’s high standard and reputation has been developed over nearly 20 years during which time it has provided innovative and competitive ICT solutions to a wide range of local and multinational organisations.

Along with a team of dedicated Account Managers, Network and System Engineers, Arrow consistently delivers best customer experience through its 24/7 Sydney base customer service and support.  

For further information visit: or call 1300 555 330


FQ Editor

Written by FQ Editor

Press release from an outside source. Please consult the organisation directly for details about this release.

Topics: press release cloud-based solutions

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