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News : Local COVID-19 Contact Tracing System Launched to Support National Efforts

#contactcenterworld

Oxford, UK, Oct 13, 2020 -- A new local contact tracing system is being launched by the councils in Oxfordshire to help people who’ve recently tested positive for COVID-19 as part of the continued effort to #stopthespread.

Oxford City Council, Oxfordshire County Council and the county’s four district councils will work to contact people that the NHS test and trace national system is unable to reach.

The local system does not replace the national system which already reaches the large majority of cases. It will compliment the existing well-established arrangements and will seek to reach people the national system has not managed to reach.

Where national and local Oxfordshire County Council call handlers are still unable to contact people, trained staff from the City and District councils’ Environmental Health teams will visit individuals at home and deliver letters explaining that why the Council is trying to get in touch and asking people to contact the call centre.

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People contacted will be advised to isolate, talked through how to access local support when isolating, and asked about details of their close contacts so these can then be followed up by the national team.

The service will run seven days a week with calls coming from the council using a local (01865) phone number. Text messages will also be sent to people with mobile phones telling them to expect a call.

"We are working with our partners at a local level to help ensure the national test and trace system is as effective as possible. Our environmental health officers have a wealth of experience in tracking infection from other work such as tracing people following suspected cases of food poisoning. Our teams have extensive local knowledge to draw on and a personal approach will help to locate people who are hard to reach through the national system. They will also be signposting people to the assistance available from the City Council and our volunteer partners so that people get all the help they need to self-isolate properly. Our role is to find people and then make it simple for them to do the right thing."

Councillor Louise Upton, Cabinet Member for a Safer, Healthier Oxford

"Our local contact tracing system provides another layer of support to help control COVID-19 in Oxfordshire.

"If you are contacted, it will be a locally based person on the other end of the phone. They will talk to you about what you need to do to protect your friends and family whilst isolating, and about what support is available nearby.

"The overall aim is simple – to limit the transmission of COVID-19. By isolating when you have symptoms, getting a test, and picking up the phone when we call, we will give ourselves an even better chance to #stopthespread."

Oxfordshire County Council Public Health Consultant, Adam Briggs

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.oxford.gov.uk


Today's Tip of the Day - A Question For Your Agents

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

Published: Thursday, October 15, 2020

Printer Friendly Version Printer friendly version

2020 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.
PH: +1 (512) 333 4634

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.) 
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.
PH: 8005771872

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)
PH: +61404697151

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.
PH: 01442 458300

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.
PH: +91 99026 10044

7.) 
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
PH: 412-621-9310

8.) 
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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