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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."

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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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Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Wednesday, April 1, 2020

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2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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