Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution
Being one of Australia’s fastest growing health funds, Phoenix Health Fund has always put their customers first and dedicated themselves to providing consistent 5 star service for their customers. But with the accelerating need to continue to scale to provide their services to a broader Australian audience, and a surprise global pandemic thrown into the mix, Phoenix needed to think bigger and gain experienced support when it came to developing the future of their contact centre solutions.
Our case study provides the full story of Phoenix Health Funds CX journey to the cloud.
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Phoenix’s CX Objectives:
- Scaling a successful organisation
- Expanding to an Australia-wide customer base
- Remote Workplace Management for Staff
- Upholding CX company values
- Urgent need for modern contact centre technology
- Remote call review and management functionality
Meet broadening customer CX expectations
- Easy for staff to use system
- Cloud based – access anywhere
- Highly valued help desk tools
- Maximised staff availability
- Business insights from class leading reporting tools
- Compliance and quality assurance
- Call recording and agent scorecards
- Faster call response times
- Reduced call downtime