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News : COVID Call Centre Provided 5.5 lakh Tele-consultations

#contactcenterworld

Vijayawada , India, June 9, 2021 -- The Health Department reached out to over 5.53 lakh persons, including a majority of COVID patients, and provided tele-consultation services so far since May 1 through the ‘104’ COVID-19 call centre set up to offer COVID-related services to the public.

The call centre has 5,012 doctors, including 951 specialists, enrolled to remotely offer medical consultation regarding COVID, according to the State COVID Command Control Centre.

In a release, it was stated that so far doctors made 5,53,306 calls to persons requiring medical assistance as of 4 p.m. on Wednesday. A majority of the calls — 4,04,380 — were made to persons under home isolation, and over 70,000 calls were made to people as part of the fever survey. During this period (May 1-June 9), the State reported 6.78 lakh infections.

After the consultations, doctors recommended home isolation, tests, hospital admission, home quarantine, Covid Care Centre admissions, medication and others to the infected persons and those suspected to have contracted COVID.

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Calls handled

On the other hand, the call centre also handled over 4.89 lakh calls as of Wednesday. Over 1.95 lakh people called the helpline for general information about COVID and over 1.02 lakh people called for COVID tests.

About 91,000 persons called seeking hospital admission and 70,000 persons called to know their sample test result.

Most of these calls were made from Visakhapatnam (1.23 lakh), Krishna (1.01 lakh), Guntur (0.63 lakh) and East Godavari (0.46 lakh) districts, while people in other districts made not more than 25,000 calls each.

The call centre was revamped and revived on April 16 following rising in COVID incidence in the second wave at HCL Campus in Gannavarm of Krishna district. Later it was shifted to APIIC building in Mangalagiri in May.

The call centre works round the clock with 100 executives on two shifts and 40 executives on the night shift. It also has 24 doctors on board.

#contactcenterworld

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


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Listen

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

Published: Friday, June 11, 2021

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2021 Buyers Guide Automation

 
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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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