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News : Charity Launches New Mental Health Helpline Technology

#contactcenterworld

Sydney, Australia, Oct, 2020 -- Thousands of Australians in crisis are set to benefit from the launch of a new charity’s technology which can reduce the time it takes to select and contact a suitable mental health helpline.

Latest government data shows almost half (45%) of the Australian population will experience mental illness at some time in their life [1], and a recent study revealed that more than three quarters (78%) of Australians reported worsened mental health as a result of COVID-19 [2].

Live For Tomorrow, a new local charity has launched technology which is set to help news companies and social media platforms more effectively connect users in crisis with mental health support services.

The charity is set to offer a database of mental health helplines to those experiencing distress providing a new, more user friendly, online interface embedded on media websites. The interface makes it easier to select the right mental health support service instantly.

Users will also be able to access the database of over 1,600 helplines directly through the charity’s Find A Helpline website in the coming weeks.

Elliot Taylor, founder of Live For Tomorrow, says the challenges faced in searching for the right helpline at a time of crisis can be a barrier to seeking support.

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"What we know is that people in crisis can struggle to connect with helplines that best fit their needs for a range of reasons.

"These barriers can manifest in a number of ways - including the stigma of reaching out for help.

"Our aim is to remove the perceptual and logistic barriers and make the first step taken to connect with support as seamless as possible.

"We’re achieving this through a new web-based widget which can be integrated into a news or social media site around content which may be a catalyst for a user to seek help.

"The user can confidentially select the right service to fit their specific needs and know straight away whether they offer support for the deaf or hard of hearing community via text message, are familiar with the issues facing LGBTQ+ youth or even just knowing which hours they are open - an issue particularly relevant to regional services which aren’t always funded for 24/7 support," he says.

Live For Tomorrow has also partnered with short form video app, TikTok, to help promote mental health and wellbeing resources and content on the platform.

"Keeping people on TikTok safe is our top priority and we are at our strongest when we work together," says Arjun Narayan, APAC Director of Trust and Safety at TikTok. "We're pleased to partner with Live For Tomorrow to help people connect with services when they need them, and access content that offers practical advice and support".

Taylor says the financial funding and international recognition from the programme has opened a number of doors - including the inclusion of their technology in the online resources of the Pandemic Crisis Services Response Coalition in the United States, a coalition of leading mental health organisations across the country.

He says although still in beta testing at the time, the chance to be the primary bridge between helplines and the public during the pandemic has meant they are well placed to expand their offering globally.

"We're launching in Australia, but within the coming weeks, we'll also launch in the UK, Ireland and in Canada, the Caribbean and the US.

"Once our service covers the whole English-speaking world, then we will look for support to be able to localise the tool and get it into different languages. Our aim is to have one portal that, wherever you are in the world, and if you're struggling, within a matter of clicks you can talk to someone confidentially about what's going on," he says.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://prwire.com.au


Today's Tip of the Day - Check Your Automated Attendant Regularly

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

Published: Monday, October 26, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) 
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.

4.) 
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.

5.) 
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)

6.) 
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.

7.) 
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.

8.) 
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.

9.) 
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

10.) 
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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