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News : NPCI Brings Digital Payments Helpline DigiSaathi to WhatsApp

#contactcenterworld

New Delhi, India, May 11, 2022 -- DigiSaathi, a 24*7 helpline for providing information on digital payments products and services, will now be available on messaging platform WhatsApp, the National Payments Commission of India (NPCI) said in a statement.

"DigiSaathi will be accessible on WhatsApp for the customers to access all the information they need pertaining to digital payment products and services," the payments body said.

DigiSaathi was launched in March 2022, along with the launch of UPI123Pay, which enables the use of the real-time payment system UPI on feature phones.

RBI Governor Shaktikanta Das launched the helpline, which is right now available in two languages – English and Hindi, on March 8, 2022.

The helpline allows users to get help on all sorts of digital payments, including cards (debit/credit/prepaid), UPI, NEFT, RTGS, IMPS, AePS, NETC, BBPS, USSD, PPI, Wallets, ATM, QR (UPI/Bharat), NACH, TReDs, CTS, MTSS, mobile and net banking.

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According to the payments body, the Consortium of Payment System Operators, along with the Payments Council of India (PCI), multiple banks, PPIs, fintech companies and card networks, among others, were brought together to develop the helpline.

The RBI said that ‘DigiSaathi’ uses AI technology to answer any questions related to all sorts of digital transactions. It said, "DigiSaathi will help answer customer queries across multiple products and services and boost their confidence in the digital payments ecosystem."

Speaking of DigiSaathi, the RBI Governor had said, "DigiSaathi is all about further enhancing the consumers’ trust in the digital payments ecosystem."

"The 24*7 helpline will further augment RBI efforts such as ‘RBI Kehta Hai’ to enhance consumer trust in the digital payments ecosystem," Das added.

With the launch of the helpline on WhatsApp, the NPCI has repurposed the chatbot technology it has been using on the website to revert to users on the messaging app. NPCI said it will be launching the helpline on other social media channels as well, though it did not name any channels.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://inc42.com


Today's Tip of the Day - Use Of IVR

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

Published: Friday, May 13, 2022

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2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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