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News : IntelePeer and Enghouse Interactive Collaborate to Create Automated COVID-19 Vaccination Scheduling Solution

#contactcenterworld, @intelepeer, @cosmocom, @EnghouseInterac

San Mateo, CA, USA, March 30, 2021 -- IntelePeer, a Communications Platform as a Service (CPaaS) provider, and Enghouse Interactive, a global contact center and video solutions provider, have partnered to deploy an inbound COVID-19 vaccine scheduling hotline for households that may have trouble scheduling via the internet. The two companies joined forces to create a hotline scheduling solution with geographic routing capabilities, diligently offering vaccine-eligible residents the ability to get an appointment while also helping over 700 contact center agents work more efficiently to increase scheduling despite working from home.

According to a February 2021 Kaiser Family Foundation research project, four in ten adults over the age of 65 said it was difficult to get a vaccine appointment and the FCC estimates 21 million Americans do not have online access. With these troubling statistics in mind, IntelePeer and Enghouse Interactive collaborated to fast-track a COVID-19 hotline to provide those without internet access or who are not considered digitally literate, an easy solution to help schedule vaccines – effectively removing the digital divide that has slowed the U.S. vaccine roll-out.

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"It was critical to help solve heavy inbound calling for residents qualifying to receive the COVID-19 vaccine. By implementing an automated voice solution via a hotline, residents were able to receive information they needed to eliminate the risk of confusion, long hold times, busy signals or dropped calls and bring a positive experience while scheduling to receive the vaccine," said David Thomas, General Manager at Enghouse Interactive, Americas. "Working with IntelePeer allowed us to respond in a rapid manner to get our Enghouse CCaaS solution, backed by IBM’s Cloud Infrastructure, activated across nine participating contact center groups, comprised of community businesses and volunteers offering remote agent resources and experience."

Prior to this automated solution, calls went to one system and overwhelmed it with information, leading to long wait times or dropped calls. IntelePeer’s Atmosphere(R) CPaaS and its geographic routing and with its easy to use Atmosphere SmartFlows communication workflow designer have given contact centers the ability to pre-screen based on vaccine qualification criteria for intelligent routing to the right contact center agent. The system also reacts quickly to changes in vaccine availability and can update callers about open vaccine appointments.

"As IntelePeer seeks to assist healthcare providers, states, businesses and the underserved public during this crucial time, Enghouse provides added strength and nimbleness as a contact center software partner," said Jeremy Jones, Chief Commercial Officer at IntelePeer. "Thanks to their expertise we were able to build and launch a hotline that can meet a high volume of inbound calls and provide a solution that is easy to use, universally available, and improved residents’ overall experience."

#contactcenterworld, @intelepeer, @cosmocom, @EnghouseInterac

Posted by Veronica Silva Cusi, news correspondent

About IntelePeer, Inc.:
Company LogoIntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterprise Voice Services and SIP Trunking, and Unified Communications (UC) Enablement for Carriers and Hosters.
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About Enghouse Interactive:
Company LogoEnghouse Interactive’s integrated suite of solutions includes omni-channel contact center, self-service, attendant operator consoles and workforce optimization. This portfolio places us in a position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements. We have over 25 years’ experience developing solutions that enable organizations to leverage existing contact center technology and applications, overlaying additional functionality and enabling the contact center to flex with demand.
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Today's Tip of the Day - Customer Feedback

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Published: Wednesday, March 31, 2021

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2021 Buyers Guide Automated Call Distributors

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.

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.


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...
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