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News : Orbita Expands COVID-19 Bot Solutions to Support New Front-line Response Demands

#contactcenterworld, @orbita_inc

Boston, MA, USA, March, 2020 -- Orbita announces the expansion of its solution offerings to support health systems, hospitals, employers, and government agencies now managing wide-ranging populations with limited resources in response to COVID-19.

Using content from trusted sources including the Centers for Disease Control and Prevention (CDC) and Mayo Clinic, Orbita unveiled three new omnichannel solutions: COVID-19 Navigator, COVID-19 Health Check, and COVID-19 Employee Health Check. All provide capabilities for robust screening and knowledge base-driven question-answering. With current customer deployments, Orbita technology is reaching millions.

"Our mission around COVID-19 is to reach and help as many people as possible as quickly as possible. Working with our partners, we quickly saw the need to deliver solutions that go beyond the basic web bots that are now proliferating. There's a true demand for solutions that deliver richer, more relevant experiences to support people across all stages of care and recovery and across all channels -- including phone, text message, web and mobile chatbot," said Kristi Ebong, MPH, MBA, Orbita SVP of Strategy. "Some of the highest risk populations, especially our aging loved ones, can't access chatbots. It's critical that we have a way to check in with them throughout this crisis."

Orbita, a conversational AI platform, is actively working with large health systems, clinical centers of excellence, Fortune 500 companies, academic institutions, telemedicine vendors, and others to support patient populations, clinical staff, and employee groups. "Our robust solutions uniquely enable organizations to communicate with and triage symptomatic, at-risk and worried well populations," said Ebong.

On March 17, 2020, Orbita announced availability of its no-cost Orbita COVID-19 chatbot with a rich knowledge base designed deliver COVID-19-specific screening and question-answering.

Orbita has expanded its solutions to include:

Orbita COVID-19 Screener and Navigator – To screen patients and direct them to the most relevant services including human agents, virtual visits, online scheduling and specific patient education materials.
Orbita COVID-19 Health Checker – To support symptomatic and/or at-risk patients through secure assessments that can be delivered proactively through chatbot, text-message or phone calls at regularly scheduled intervals. One Orbita customer is checking in with a target population four times a day.
Orbita COVID-19 Employee Health Checker – For employers to screen, check on, and manage employee populations; to monitor employee health, direct employees to educational and supportive resources, and to provide clearance for work.

"A large oncology center of excellence, whose patient population is at particularly high risk, prioritized a need to support patients coming to them with questions," Ebong said. "Orbita's no-cost, turnkey offering had the center up and running in just a day, and dramatically addressed COVID-19 volume issues in their contact center."

Orbita's COVID-19 Employee Health Check solution is supporting manufacturers and other essential businesses to keep their employees healthy and well-supported as they work around the clock to respond to this crisis. According to Ebong, many large employers are playing a critical role in supplying front-line responders with supplies and equipment. "They're identifying a need to monitor and manage the health of employees who work both onsite and remotely from home," she said.

"We view this crisis as a responsibility to protect those serving on the front lines of care while supporting the sick and scared among us," Ebong said. "We've seen firsthand the remarkable ability for digital technology to help scale response health care needs."

Orbita's omnichannel approach has long been a key differentiator for the company. "Especially in this crisis, Orbita sees a compelling need to quickly and cost-effectively reach as many people as possible at scale," Ebong said. "If your organization is allied to action, we are here to support you."

#contactcenterworld, @orbita_inc

Posted by Veronica Silva Cusi, news correspondent

About Orbita:
Company LogoOrbita provides voice and chat solutions for healthcare and life sciences sectors, and conversational AI platform enabling entities to cost-effectively create and manage HIPAA-compliant virtual health assistants for the enterprise. Organizations tap the power of Orbita’s technologies for consumer marketing, customer service, patient engagement, outcomes improvement and cost reduction initiatives.
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Published: Wednesday, April 1, 2020

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2021 Buyers Guide Call Routing Optimization

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.
PH: 508-862-8600

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.
PH: +1-773-325-0608

OpsTel Services

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
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

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