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News : Chatbot Provides New Route for Scottish Patients to Access Covid-19 Information and Support

#contactcenterworld, @Microsoft

Glasgow, Scotland, June 10, 2020 -- People across Scotland who need help and information about coronavirus can now get help using an online chatbot from NHS 24, the organisation that provides Scotland’s 111 service.

The new chatbot has been developed by NHS 24 with thanks to six organisations across business and technology and is available to people via the health and care information website NHS inform, which is also run by NHS 24.

As Scotland’s national provider of telephone and digital based services, NHS 24 has been at the forefront of providing information and care for people worried about coronavirus. The organisation has provided a dedicated information helpline (0800 028 2816) as well as its 111 service for people with symptoms. Additionally, its health information website, NHS inform, has provided the most comprehensive and up to date information for people across Scotland since the pandemic began.

NHS 24 has launched the bot, called Ave, to give the public accurate and up-to-date facts about the virus as well as help and support them if they have symptoms or need specific services such as mental health.

Ave can be found on the NHS inform website and has helped their employees respond to a surge in demand from people wanting information on Coronavirus since the UK government introduced measures to tackle the pandemic in March.

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The bot responded to more than 40,000 queries in its first 30 days, using clinically-approved information from NHS inform.

Ave is hosted on Microsoft’s Azure cloud platform and has been developed with the support of numerous organisations, including Cancer Central, Twilio, Capgemini and Baker Mackenzie. Microsoft partner Amido responded quickly to the request from NHS 24 and developed a prototype bot in 24 hours. 

Louise Bennie, NHS 24’s Head of Digital, said: "It’s been a great experience working with such a diverse and talented group of people, all focused on delivering this option to people with questions about coronavirus. We’re grateful to all the teams for making this happen. Ave, named after Cancer Central’s founder Avril Chester, is a great addition to the NHS inform website."

As part of Scotland’s "Digital First" strategy, information on how to access NHS Inform and where Ave is hosted is displayed at the Scottish First Minister’s daily briefings on Coronavirus.

Alongside the bot, NHS 24 has developed a live webchat service that allows users to speak to a trained contact centre employee about their query. Ave quickly directs users to the webchat if it cannot answer a complex question.

Faith la Grange, Director of Local and Regional Government at Microsoft UK, said: "Microsoft is proud to play a part in supporting NHS 24 at this time. Chatbot technologies like Ave can ensure that healthcare services continue to provide crucial and timely support to those who need it, helping save time, improving individual experience and crucially, assisting staff in delivering the best possible patient care in such unusual times. We are incredibly grateful to healthcare staff for their continued efforts to tackle the Coronavirus pandemic and are committed to supporting them however best we can."

#contactcenterworld, @Microsoft

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


About Microsoft:
Company LogoAt Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
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Today's Tip of the Day - Headsets

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

Published: Thursday, June 11, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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