Case Study: Whakarongorau Aotearoa improves telehealth access and cuts wait times with NICE Systems' CXone Mpower

Whakarongorau Aotearoa Simplifies Access to Care for New Zealanders with NiCE CXone Mpower

Whakarongorau Aotearoa, the New Zealand government-funded national telehealth social enterprise, needed more flexibility and faster reporting across its multi-channel contact centers serving health, mental health, and social support lines. The organization turned to NICE Systems and its CXone Mpower platform, including Quality Management, to better manage operations, agent performance, and service availability while handling growing demand.

NICE Systems implemented CXone Mpower with real-time reporting, live queue management, dashboards, and callback capabilities, improving visibility into agent activity and simplifying reporting for government requests. The results included a 50% reduction in typical caller wait time, a 1-minute faster average handling time for callback interactions, and lower abandon rates, while also improving uptime and enabling quicker launch and shutdown of new services.

Whakarongorau Aotearoa

Nimai Stansfield

Architecture Lead