Case Study: Homecare Medical New Zealand scales to meet 1,000% surge and enable remote care with Genesys PureConnect

Homecare Medical Connecting Kiwis with seamless care when they need it

Homecare Medical New Zealand is a social enterprise providing more than 20 free digital health, mental health and addictions support lines, serving about 3,000 Kiwis a day with a professional workforce of 1,200 across nine contact centers (400 remote). Faced with a legacy, siloed 9–5 platform, the organization needed to transform the employee experience, deliver true omnichannel service, minimize IT complexity and cost, and rapidly scale to meet surging public demand at the start of the COVID‑19 pandemic.

By implementing cloud‑based Genesys PureConnect in a rapid 15‑week rollout, Homecare Medical created a seamless virtual contact center, enabled over 40% remote work, and scaled capacity to handle inbound and outbound call spikes of up to 1,000%. The solution was delivered on time and on budget, positioning the organisation to support New Zealand’s emergency response while reducing operational complexity.

Homecare Medical

Andrew Slater

Chief Executive Officer