HEALTHCARE

Better Aged Care Outcomes Through Intelligent Communication

Discover how we help aged care providers leverage AI-enabled next-generation unified communications to deliver more responsive support through smarter, scalable operations.

The impact of AI-enabled unified communications in aged care

Aged care providers across Australia are contending with tighter compliance requirements, workforce challenges, and mounting financial pressures. At the same time, expectations from older Australians and their families are evolving — with digital-first, responsive communication now expected as standard.

To remain compliant, efficient, and competitive, providers are turning to cloud-based technologies that offer agility, secure communication, and scalable service delivery. Unified communications as a service (UCaaS) and contact centre as a service (CCaaS), when enhanced by AI, enable aged care organisations to streamline care coordination, reduce administrative load, and deliver a more consistent, person-centred experience across residential and home care services.

The benefits of adopting unified communications

Integrated communications channels

Infrastructure and applications as a single service

Better analytics

Consistent and reliable service availability

Set a high standard

Improve privacy and maintain compliance with a UCaaS cloud telephony service

A modern cloud unified communications platform like RingCentral consolidates all communication channels — including phone calls, voicemails, video meetings, faxes, team messaging, file sharing, and web chat — into a single, secure platform. Now enhanced with AI-powered tools, these services can automatically transcribe calls, summarise conversations, flag compliance risks, and generate actionable insights in real time. These improve documentation and reduce manual workloads and support faster decision-making and a more consistent experience across patient and team interactions.

Locally held data in Australia

All of this data is held with the UCaaS provider and retained within Australia. UCaaS platforms often have robust security measures, such as end-to-end encryption and secure data storage, which help protect sensitive participant information and ensure compliance with the Australian Privacy Act.

Optimise staffing through rich data collection presents usable business intelligence

With an integrated cloud communications system from a UCaaS service, a healthcare practice obtains data on every interaction.

Through customised and pre-set reports, this data enables review and adjustment of employee performance.

Play to your staff’s strengths

For instance, it might be observed that one intake coordinator excels at phone conversations with customers while another is more adept at communicating with payers and a third shines in written or text communication.

Strategically assigning staff members to roles that match their strengths can significantly enhance retention, productivity and patient satisfaction.

Base your management on the data

This is possible with modern UCaaS platforms. With AI-driven tools such as RingSense from RingCentral, organisations gain access to in-depth, real-time insights — including conversation summaries, sentiment analysis, and behavioural triggers. Data is detailed, easily interrogated, and instantly presented in formats that support clinical oversight, compliance, and service improvement across the patient or participant journey.