Healthcare call centre operator McKesson Asia Pacific is searching for technology to provide it with a 25-year archive of audio recordings of calls placed to the National Health Call Centre Network (NHCCN).
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The NHCCN is an initiative of the Council of Australian Governments and will provide 24x7 telephone health services under the brand healthDirect Australia. Staffed entirely by registered nurses or mental health professionals, the service is designed to take pressure off emergency rooms.
The terms of the contract for the new service require McKesson to preserve a record of all calls made to healthDirect Australia for 25 years for archival and legal purposes. The company also plans to mine the call archive for quality assurance purposes.
But Marise Hannaford, IT Director, McKesson Asia-Pacific, said the company does not yet have that capability to create and preserve a 25-year archive and is “looking at SAN technology” for the answer.
Hannaford added that the company is in discussions with the big four of storage as it seeks the technology it needs to fulfil its obligations.