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News : Knoxville Call Center Getting Flood of COVID-19 Related Calls

#contactcenterworld, @CityKnoxvilleTN

Knoxville, TN, USA, May, 2020 -- Since March, the phones at the Knoxville Center for Service Innovation have been ringing off the hook.

Director Russ Jensen said they're getting double the amount of 211 calls for medical help and resources.

"80% of those that come in are COVID related, so either I need to get tested or I'm sick or need to I be quarantined. A quarantined family needs food delivered, those are some of the challenges we faced on the front end," said Jensen.

Jensen said many have also been making calls to 311, reporting social distancing concerns.

"Every now and then we will get one that says they've got too many people in there, and we will send people out to look. Nine times out of ten the number of people there has changed by then, but they will take that opportunity to work with the restaurant owners."

People now have the option to ask questions, and find out information online at any time with the Knoxville center service's ChatBot, a digital assistant robot.

#contactcenterworld, @CityKnoxvilleTN

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.wvlt.tv


About City of Knoxville:
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Today's Tip of the Day - Complaints

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

Published: Monday, May 11, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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