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Generation-e: Connecting patient experiences for better outcomes

NICE CXone enhances patient experiences by integrating seamlessly with electronic health record (EHR) systems and other records. This integration connects all automated and human interactions along the care journey, providing a complete view of the patient experience. As a leader in customer experience software, NICE leverages AI specifically designed for consumer and patient experiences, fostering intelligent human-machine collaboration. This approach drives improved patient outcomes through better experiences.



Seamless EHR and patient experience integration

NICE CXone offers seamless interoperability with major EHR systems such as Epic, Cerner, Athenahealth, Allscripts, Meditech, and NextGen. This integration simplifies processes like scheduling, billing, referrals, nurse triage, pharmacy services, and registration, improving overall patient access.

Enhancing digital patient interactions

The platform also integrates patient-provider and patient-payer interaction features across digital and mobile platforms, facilitating smooth and efficient communication.


Scope’s Australia’s digital transformation journey

In healthcare and disability services, technology is proving to be a transformative force. Scope, Australia's largest disability service provider, is leveraging cutting-edge solutions to improve the lives of people with disabilities. Partnering with Microsoft and Generation-e, Scope has developed tailored solutions to meet the unique needs of their clients and staff.


Implementing advanced technology

Scope's technology overhaul included the implementation of NICE CXone and Microsoft Teams Meeting Rooms. These solutions support frictionless collaboration with employees and clients, facilitating meetings, discussions, and feedback channels. Accessibility was a key consideration, with features like wheelchair accessible wall-mounted technology and hearing augmentation.


Transforming customer service

NICE CXone has improved Scope's customer inquiry service by providing comprehensive data and ensuring adequate staffing and responsiveness. This omni-channel capability seamlessly integrates various communication channels into Scope's operations across Victoria and New South Wales, allowing for future scalability.



Tangible impact and future outlook

The impact of these technological solutions has been significant. Meetings can now be initiated with a single click, saving time and reducing frustration. Clients and employees feel valued, knowing a top priority, with Scope committed to protecting customer and employee information.


Looking ahead, Scope is poised to continue exploring the full potential of these technologies. With Microsoft Teams and NICE CXone, they can meet customers at any point in their journey, enable data-driven self-service, and equip agents with tools for personalised, efficient resolutions. This holistic approach ensures frictionless experiences throughout the customer journey, both within and beyond the contact centre.


Scope's adoption of technology highlights the transformative potential of digital solutions in Healthcare. By enhancing accessibility, communication, and service delivery, they are creating a more inclusive world. With solutions like NICE CXone, healthcare providers can streamline self-service, voice, and digital interactions, ensuring secure, consistent, and efficient experiences that significantly boost patient satisfaction.


Get in touch with Generation-e or NICE today to find out more.

Our consultants are here to help your business succeed.


1300 553 088

Cloud CX platform (nice.com)


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