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News : Emergency Medical Services - An Important Component of Healthcare Ecosystem Fighting COVID-19 in India

#contactcenterworld

Mumbai, India, June 10, 2020 -- Ziqitza Healthcare Ltd. (ZHL), an Asian EMS service provider company, shares the data on 'How EMS service has tackled the pandemic situation across India.' The information is gathered through its operations in Madhya Pradesh , Odisha, Punjab and Jharkand with 446 ambulances on ground and more than 8000 EMS healthcare workers on the frontline fighting the war against COVID-19. The company is working in partnership with the state government in these states and supporting relentlessly in handling this critical situation.

ZHL, which presently operates the helplines 104/108 that support the COVID handling, had to scale up their operations and base as per the guidelines and advisory from the health ministry, in short span of time in hand to manage 10x of calls inflow a day, which meant increasing the manpower at the call centers, engaging more paramedics and EMTs on ground, having a dedicated fleet on highly advanced and equipped ambulances for COVID patients, scaling up the technology support, training of healthcare workers on COVID handling etc. While doing this they also ensured staff safety at workplace, ensured sitting arrangements were done with social distancing norms, fumigation of office at frequent intervals or providing buses for their transfers or making food and stay arrangements. All this was done with efficient management of shift timings which were managed from 12hrs to 24hrs to cater to heavy call inflows.

104 Helpline was also instrumental in directing the calls for transfers of COVID-19 suspected/confirmed patients to 108 Helpline. The Helpline further ensured that the call is sent to the ambulance deputed to transfer COVID suspected/confirmed cases. ZHL is diligently looking into every call and transfer related to COVID-19 with utmost care as per the protocols received by the Government. Its team comprising of Paramedic and the Driver follow all caution to ensure the well being of its staff to avoid any cross-infection to the patient or their family.


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With the primus objective to serve the nation and its people in such trial times, EMS as a unit has been extremely efficient and effective in handling the pandemic along side the other healthcare entities such as doctors, nurses, care givers and hospitals.

Elaborating on this note, Mr. Naresh Jain - Chief Executive Office at Ziqitza Healthcare Ltd. said, " Looking at the current situation in healthcare industry, which is working persistently towards controlling the effects of pandemic, EMS has mounted as one of the most important element in the healthcare sector. Our efforts have been to implement all safety norms both at call centre or ambulance is being followed as staff safety is our key priority while dealing with pandemic. Also like to add that their contribution has proven that Nation comes first and we are all in it together. Considering its role in today's time, we would like to urge the government to consider EMS as a sector under Healthcare. This would help us tremendously in terms of quality, services rendered, skilled manpower etc."

EMS service providers have been in discussion with the government on recognising it as a sector under the healthcare industry, which would have immense benefits not only to the provider to scale up the quality but to the general public who avail the services. This would help the service provisers reach the length and breath of the country, ensuring everyone's right to healthcare service, without its financial strata. The inclusion would also make the operating process easier and faster.

Curently, ZHL has 10,000 direct and indirect workforce handling its entire operations, EMS could be one of the leading job creaters for India with a projected 1.5-2 lacs workforce required by 2025. With India facing the gruesome issue of unemployment among its rural population, this would give a boost and ensure development on that front.

With the growing need of efficient healthcare ecosystem in India, EMS would be an important growth component to drive the quality of life of the people.

#contactcenterworld

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


About Ziqitza Healthcare Limited:
Company LogoZiqitza Health Care Limited provides emergency medical services for all in India.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Build In Training Time

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

Published: Friday, June 12, 2020

Printer Friendly Version Printer friendly version

2021 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.

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.

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.

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)

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.

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.

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.

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

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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