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News : Bridging Language Gap in Healthcare Delivery

#contactcenterworld, @vodafonegroup

Accra, Ghana, June 30, 2020 -- Language barrier can be frustrating for patients and health professionals during healthcare delivery.

Clear correspondence is basic to delivering excellent healthcare. The results could be disastrous if medical information gets lost in translation when patients are describing their symptoms or when doctors explain treatment procedures.

Vodafone Foundation through its Healthline Medical Call Centre is successfully addressing the gaps in healthcare delivery brought about by language limitations.

As part of efforts to provide accurate information and medical advice on Covid-19 and other health issues, the Vodafone Healthline Medical Call Centre is resourced with medical doctors who speak a host of local languages including Ga, Twi, Fante, Ewe and Hausa.

In addition to English, the doctors at the call centre deliver expert health advice in five other languages – Mandarin (Chinese), French, Spanish, Russian and Portuguese.

This is one of the many interventions by the Vodafone Foundation to bring quality healthcare closer to Ghanaians and other foreign nationals residing in the country whilst providing support for the fight against the COVID-19 pandemic.



Speaking on the Healthline Medical Call Centre’s multilingual approach, Geta Striggner-Quartey, Director of Legal and External Affairs at Vodafone Ghana said, "Vodafone Foundation is proud to come up with such an initiative to serve Ghanaians and non-nationals in times like this. This is a true reflection of our commitment to using innovative technology to impact society positively and improve the lives of people.

"In light of the community spread during this pandemic, our firm belief in inclusion fueled the multilingual approach by our Healthline Call Centre in the provision of accurate information on the COVID-19 pandemic to Ghanaians and other nationals residing in Ghana.

"We are excited that the medical call centre continues to complement the efforts of the health authorities in the delivery of quality healthcare information in the fight against the pandemic."

Dr Bright Asamoah, Clinical Director of the Vodafone Healthline Call Centre, said, "We are happy to be associated with this revolutionary initiative. This innovation, which was made possible by the Vodafone Foundation, provides the platform for us to serve Ghanaians with our expertise as health professionals.

"Our team of doctors’ knowledge of multiple languages play a phenomenal role in providing many Ghanaians and other foreigners with medical advice and the right information in order to be safe during the pandemic."

The Healthline Medical Call Centre operates a daily schedule from 8am to 8pm, and is manned by 50 doctors who have received COVID-19 training from the Ghana Health Services (GHS).

The first of its kind in Ghana, the call centre provides expert medical advice to people in need of quality healthcare information from the convenience of their phones by dialling 255 from any Vodafone or MTN number.

Healthline Call Centre, which has been a resounding success, was established in 2013 by the Vodafone Foundation to provide via phone, expert medical advice to Ghanaians, reducing the stress people usually go through to get medical service.

The Vodafone Foundation in supporting the country’s fight against the pandemic reopened the medical call centre to provide guidance on COVID-19 and refer suspected cases to the Rapid Response Team (RRT).

#contactcenterworld, @vodafonegroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.myjoyonline.com


About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
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Today's Tip of the Day - Answering Customers’ Questions

Read today's tip or listen to it on podcast.

Published: Thursday, July 2, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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