Enable New Zealand has reached an exciting milestone with the launch of our new contact centre software, a transformative step that promises to elevate customer focus, embrace cutting-edge technology, and empower our disability community to engage more seamlessly with our services.
“After years of navigating challenges with an aging system, this upgrade heralds a future built on adaptability, connection, and innovation.” says Chief Experience and Engagement Officer Shane Andrews.
A Journey of Growth
The journey toward this new software began out of necessity. The previous Mitel system, initially fit for purpose when our contact centre consisted of just three team members, had long outlived its functionality as Enable New Zealand operations expanded.
“As the team grew, it became clear that the system would soon fall short of the needs of our community.” says Shane Andrews.
Recognising the critical role the Enable contact centre plays in delivering support and services, the decision to upgrade was made with care and consideration. Over the course of 18 months, the Enable New Zealand team collaborated tirelessly to ensure the new system met the highest standards.
“From testing to feedback iterations, every detail was approached with the goal of empowering meaningful engagement for our customers and our community.”
Customer-Focused Innovation
The new contact centre software is not just an upgrade; it’s a commitment to Enable values. It is designed to enhance customer communication in ways that were previously unattainable.
“With features aimed at streamlining interactions and providing a seamless knowledge base, it allows our team to respond to inquiries with greater efficiency and depth. This means faster resolutions, clearer communication, and a more satisfying experience for the people we serve.” says Shane Andrews
“As Enable New Zealand continues to prioritise the needs of the disability community, the new system exemplifies how technology can bridge gaps and create stronger connections. By embracing these tools, we can ensure that every engagement reflects our dedication to empowering lives and delivering services that matter.”
Leveraging Technology and Data
The software also opens the door to technological possibilities that were previously out of reach. With built-in capabilities to adapt to a dynamic environment, it provides a foundation for future enhancements, including omnichannel functionality that will unify communication across email, phone, and digital platforms. Additionally, the system’s data-driven approach delivers insights that inform better decision-making and foster continuous improvement.
Empowering Our Disability Community
At the heart of this milestone is Enable New Zealand’s dedication to empowering the disability community.
“By equipping our contact centre with the tools to be more accessible, responsive, and innovative, we are creating an environment where every individual feels heard, supported, and valued. This is more than efficiency; it’s about equity, inclusivity, and ensuring that the services we provide align with the aspirations of the people who rely on us.”
“To everyone who has contributed to this milestone, we extend our heartfelt thanks. Your care, thought, and dedication have made this possible. And to our community, we look forward to continuing this journey together—leveraging technology to create a more connected, empowered, and equitable future.”