Technology: A Game-Changer for People with Disabilities
In the realm of healthcare and disability services, technology is emerging as a powerful force for positive change. Scope, Australia's largest disability service provider, is at the forefront of this technological revolution, leveraging cutting-edge solutions to enhance the lives of people with disabilities.
Embracing Digital Transformation
With over 400 locations and 7,000 employees, Scope offers a wide range of services including supported independent living, therapy services, and community inclusion programs. Recognizing the need for agility in a rapidly evolving sector, Scope's ICT leadership embarked on a journey to modernise their technological infrastructure.
"What I look to, as an ICT leader, is to make sure that our environment is agile to support future growth," says Tate Morgan (Scope Group Manager ICT).
This vision led them to engage Microsoft and its trusted partner, Generation-e, to develop tailored solutions that address the unique needs of their clients and staff.
Customised Solutions for Unique Voices
The collaboration with Generation-e resulted in a deep understanding of Scope's requirements. "We ended up getting a really good understanding of how that solution would work for both our staff and the people with a disability," Tate explains. This engagement extended throughout the entire process, from initial discussions to final delivery.
Implementing Next-Generation Technology
Scope's technological overhaul included the implementation of the NICE CXone Platform and Microsoft Teams Meeting Rooms. These solutions enable seamless collaboration among employees and clients, facilitating meetings, discussions, and feedback channels. The organisation also adopted Microsoft Teams Voice, ensuring a consistent user experience across their workforce and customer base.
Crucially, Scope paid attention to accessibility details, such as placing wall-mounted technology at wheelchair-accessible heights and incorporating hearing augmentation for those with hearing difficulties.
Revolutionising Customer Service
The NICE CXone contact centre solution has transformed Scope's customer inquiry service. By providing comprehensive data and information, the platform ensures that customer service is adequately staffed and responsive to client needs. This omnichannel capability is designed to scale and expand with the business, supporting operations across Victoria and New South Wales.
Tangible Impact and Future Potential
The impact of these technological solutions has been significant. Meetings can now be initiated with a single click, saving time and reducing frustration. More importantly, clients and employees alike feel a sense of pride, knowing that their voices are being heard and used to drive continuous improvement across the organisation.
Security remains a top priority in this digital transformation. "The security of any solution we put in is essential. Scope has an obligation to protect and safeguard customer and employee information," states Tate.
Looking Ahead
As Scope continues to drive impact and positive outcomes through technology, they are only beginning to explore its full potential. With Microsoft Teams and NICE CXone, Scope can now intelligently meet customers at any point in their journey, enable data-driven self-service, and equip agents with tools for personalised, efficient resolution of any needs. This approach ensures seamless experiences across the entire customer journey, both within the contact centre and beyond.
Scope's embrace of technology demonstrates how digital solutions can be a game-changer, by fostering accessibility, enhancing communication, and improving service delivery, technology is helping to create a more inclusive world where everyone can adapt and thrive.
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