Challenge:

Develop a strategy to guarantee uninterrupted voice and data communication.

Establish protocols for immediate communication during emergencies and planned outages, ensuring swift response and coordination.

Implement redundant systems to minimise downtime and enhance the network’s overall resilience.

Train staff at all levels to handle communication systems during disruptions and raise awareness about business continuity.

Solution:

A cloud-based, easily accessible solution

Pre-defined plans were built according to the different scenarios where call-forwarding would be required

Utilisation of nimbus Professional Services help to guide the organisation through transition and build best-practice plans

After a successful pilot phase rollout, increased to 58 numbers across 17 sites

Challenge:

Outdated legacy system was reaching end-of-life

Limited integrations with HCM and payroll systems meant manual intervention was often required  

Lack of data and reporting functionality reduced operational visibility and impacted decision making

Limited accurate time and attendance capture and communication with staff 

Solution:

Cloud-based WFO system with data hosted in Australian data centres

Patent protected secure system access control for contact centre agents via ACD/Softphone integration

Staff scheduling using AI-built smart technology reduces manual processes and intervention

Award compliance is supported through seamless payroll integration and correct employee pay outcomes

Forecasting of future call volumes ensures shifts are better planned for and managed 

Challenge:

A combination of both on-site and remote scheduling requires detailed mapping of Finance Codes (Cost Centres)

Real-time integration to HCM solutions for complete operational oversight

Employee autonomy to take a proactive approach to scheduling and employee management

Training and upskilling to ensure continuous delivery and improvement of workforce processes

Solution:

nimbus Time2Work is used across the organisation to schedule allteam members who are engaged in Starlight Express Rooms and related hospital activities across Australia

Also used by team members working online and remotely in community

nimbus Time2Work, integrated with Chris21 payroll– Starlight now have a complete system for all touch points in the workforce lifecycle

Employee engagement via the nimbus Employee App – cloud-native & easy-to-use

Challenge:

Transition from an end-of-life legacy system to a digital Workforce Optimisation platform

Separate systems limited the visibility of data, posing a productivity and compliance risk

Lack of shift clocking functionality

Lack of contextual data/reporting how the business functioned and where costs are associated

Investment towards a technology-centric organisation, using systems to assist in growth

Solution:

All data hosted in Australian data centres

Top of mind security with Single Sign-on (SSO) access protection

Cross-functional scheduling so that staff are always available to service customers

750 employees connected to work via the nimbus Employee App

Dashboards for management to easily understand operational compliance signals and take action instantly

Challenge:

QES is responsible for the safety and well-being of millions of people across one of the world’s largest and most disaster-vulnerable jurisdictions. As a result, Queensland Ambulance Service alone responds to over 1 million emergency (Triple Zero (000)) calls annually.

Solution:

Taking a proactive and compliant approach to Business Resumption Services, there is now the capacity to seamlessly divert phone calls to either mobile or other fixed numbers during natural disasters and telecommunications outages.

Challenge:

Facilitate digital services and technology adoption for over 1,000 frontline operations staff.

Optimised and automated rostering processes, while ensuring a skilled and knowledgeable workforce.

Support staff engagement and communication via mobile workforce interactions.

Solution:

A cloud-first solution, delivering an integrated mobile app to ensure real-time interactions between management and staff.

Ability to manage on-the-day forecast vs requirements across all service lines for each terminal.

Integrated Group Clocking feature to provide insights into operations and a snapshot of shift performance.

Challenge:

Sensitive project with real-life affects

Limitations in manual systems meant increased risk of errors

Integration to QR Code and Chris21 system requirements, seamless and intuitive in nature

Solution:

Rollout of nimbus Time2Work solution, supporting a 24/7 operating model

Solution built with a compliance heart, delivering outcomes to enable confidence in scheduling and decision making

From manual processes to optimised workforce scheduling outcomes, realising efficiency and better staff coverage

Challenge:

Reduce the amount of time that managers spend trying to fill shifts.

Automate highly manual and tedious tasks and processes, with extensive reporting capabilities.

Real-time visibility to exceptions, including missed “punches” and early/late arrivals, which helps avoid payroll errors and costly rework.

Contactless clocking functionality.

Solution:

Deploying two true-cloud solutions, integrated through open APIs to deliver a simple solution for BINGO and its employees.

Ensuring employees get paid accurately based on their actual worked hours.

Instant and timely notification to staff on changes to their working patterns.

Challenge:

Legacy on-premises contact centre solution was outdated and costly to run

Existing solution nearing end of life with limited options to improve customer experience

Integration with enterprise applications like Salesforce and SAP not possible

Solution:

Amazon Connect with nimbus Connect Workforce Optimisation

DXC Technology’s Adaptive Customer Excellence solution

A modern cloud-based contact centre solution for 250 agents at reduced cost (cloud-based consumption)

Challenge:

Improve compliance with legislated requirements to manage fatigue of staff.

Migrate away from reliance on a costly, time consuming and potentially inaccurate manual spreadsheets process of calculate fatigue management scores for future shifts of staff.

Improve the flexibility of staff shift management and provide teams with greater control over their work life balance.

Future proof their approach to shift management by enabling a software based, mobile accessed dashboard for shift management, including enabling managers to see hourly scores.

Solution:

Automatically update future shifts when an employee works shorter or longer than what they were scheduled with an updated FAID score.

Shift widgets to display hourly FAID scores of employees.

Customise triggers to highlight shifts with FAID scores outside of tolerances (90+ FAID score shifts turn red, 100+ shifts go black).

Access a dashboard to show shifts above a defined FAID score in the next 14 days.

Challenge:

Existing call centre based on high fixed price model, with poor agent and customer experience

Manual reporting and lack of real time reports or visualised dashboards

Physically hosted legacy solution with over 40 numbers and many complicated call flows and IVR

Solution:

Amazon Connect with nimbus workforce optimisation

Core system integration; AI speech to text transcription, real time reporting/analytics and metrics

Call quality solution delivering compliance and quality management with calls screened automatically

Challenge:

Real-time capture of Time & Attendance with seamless integration to ADP Payroll.

Automate manual tasks to mitigate the risk of data inaccuracies.

A robust Scheduling framework with easy workflows into reporting to monitor and action compliance, avoid payroll errors, and track financials.

Deliver an all-in-one cloud Workforce Management solution to create consistency and buy-in across the organisation.

Solution:

Now have greater visibility and control over how staff are scheduled, ensuring the best people are working at times when they are needed most.

Applying a more scientific approach to scheduling and managing operating costs.

Improved cross-functional and team unity within Beacon Lighting.

Challenge:

Real-time capture of vital scheduling data to understand the operational model at any given time.

An integrated and secure platform which is built to manage business and Time & Attendance (clocking) thresholds to realise an automated and intelligent scheduling framework.

Employee workforce connection via an app to assist in interaction between management and staff, relieving manual communication and enabling a real-time connection to the working environment.

Solution:

Centralised visibility and control over how staff are scheduled, ensuring the most skilled people are working at times when they are needed most.

Reduction in the need for manual admin tasks, with auto-approval of shifts, and the automation of on-the-day dynamic changes to staffing levels.

Real-time interaction between managers and staff via the nimbus mobile application.

Challenge:

Provide a robust Business Continuity solution for planned/unplanned building evacuations or events for tens of thousands of fans at a time

Enable redirection of existing advertised phone numbers in real-time without the intervention of a service provider

Create and manage unlimited Business Continuity Plans that allow call forward destinations to be stored in advance and activated instantly

Seamlessly integrate with the customer’s Telstra communications backbone.

Provide an innovative feature set for users which would reduce the need for costly and slow methods of phone number call forwarding and other functions

Protect the reputation of the client’s major brands and provide a seamless      experience for its millions of customers

Solution:

Enables call forwarding destinations to be stored in advance & activated instantly with a simple click

Provides an integrated, web-based portal, ensuring easy & effective ad-hoc call forwarding of individual phone numbers & other functions

Provides complete audit & full logging history of the solution, including when Plans were added, changes or deployed

Allows authorised IT administers for the first time to make changes to the configuration of each Plan and/or Activate the plan in real-time

Challenge:

Provide business continuity during migration to a cloud-based Microsoft Telephony Solution from an outdated legacy PABX solution.

Support a strategic focus on modernising communications architecture while minimising disruption and cost.

Create a simple, self-controlled solution to complete phone number migration to IP Telephony without losing the calling party’s CLI, consuming local trunk capacity.

Retain as many key contact phone numbers as possible to avoid member and business partner confusion; reputation damage.

Avoid issue of phone number range misalignment, whereby some numbers could not be migrated to the new platform without impacting staff at other locations.

Solution:

Integrated call forwarding/call management solution from nimbus Hub, in conjunction with the customer’s Session Initiation Protocol and telecommunications partner, Telstra.

Web-based portal enables simple, scalable management of ad hoc call forwarding of individual telephone numbers and other functions.

Enables unprecedented ability to create and manage call forwarding destinations, including storage in advance of forwarding and instant activation.