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News : Government of Mexico City Implements Avaya Contact Center Solutions for Contact Tracing

#contactcenterworld, @Avaya

Santa Clara, CA, USA & Mexico City, Mexico, July 13, 2020 -- The Government of Mexico City and its Digital Agency for Public Innovation have implemented a Detection, Protection and Safeguard program to address COVID-19, featuring contact tracing solutions from Avaya (NYSE:AVYA) to help enable the city and its citizens to emerge from the pandemic. The program is implemented in conjunction with Locatel, the government contact center committed to informing and guiding the citizens of Mexico City and the Metropolitan Area with timely and reliable service, 24 hours a day, 365 days a year.

Communications, collaboration and contact center solutions are key to enable global organizations to scale contact tracing capabilities rapidly and efficiently. With a population of nearly 9 million people, the government of Mexico City is trusting Avaya to address its needs.

The Detection, Protection and Safeguard program is a coordinated effort of government resources and consists of a comprehensive system of notification, tracing and mitigation including SMS, early care protocols, testing and other services. It’s supported by the Locatel contact center which has been optimized to scale quickly and address the communications requirements of this massive effort. The program is conducting 2,700 tests each day across 117 health centers in Mexico City, with Avaya’s tracing, notification and monitoring system in place to help mitigate the impacts of the pandemic and enable the community to recover and emerge effectively and safely.

"We have been able to quickly implement this program with the help of Avaya, and have scaled to successfully address the significant requirements of a municipality as large and populous as Mexico City," said José Antonio Peña Merino, head of the Digital Agency for Public Innovation, during a recent press conference.

Locatel has added 1,500 additional staff including 130 medical doctors dedicated to the program. The doctors are conducting video calls, health monitoring, coordination across multiple healthcare providers and hospitals, and providing consultation services including support for people with underlying conditions that put them at higher risk.

"Contact tracing capabilities are being deployed by organizations around the world as part of the global effort to recover from the pandemic, and it has never been more important for healthcare and government agencies to communicate effectively with their citizens and each other," said Galib Karim, Vice President of Latin America, Avaya. "Avaya is pleased to play such a key role in helping organizations such as Locatel and the Government of CDMX in the execution of their COVID-19 Detection, Protection and Safeguard Program."

#contactcenterworld, @Avaya

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


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Games Trainers Play

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

Published: Tuesday, July 14, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
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.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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