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News : Police Probe Duo Who Allegedly Incited Telegram Group to Overwhelm COVID-19 Hotlines

#contactcenterworld

Singapore, Nov 25, 2021 -- Police are investigating a 48-year-old man and a 45-year-old woman for their alleged involvement in instigating others to call and overwhelm public hotlines that help the public with COVID-19 issues.

In a media release on Thursday (25 November), police said that they received a report on 18 October alleging that the duo had incited more than 2,000 members in a Telegram group to overwhelm public hotlines through sharing their feedback on the stricter COVID-19 measures for unvaccinated people in public places.

These public hotlines include the Ministry of Health’s (MOH) quality service/feedback hotline, the Ministry of Social and Family Development’s (MSF) hotline and the National CARE Hotline.

The Telegram message purportedly claimed that the government was seeking "nationwide ground feedback on the new measures", and that the public should call in to the public hotlines and demand that their feedback gets pushed up to the respective call centre managers.

The members were also encouraged to call the hotlines again the following day, to seek feedback on the calls they had made earlier.


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"These public hotlines are important channels for Singaporeans to seek help, and a surge in needless and malicious calls will lengthen waiting times and frustrate genuine callers. In some cases, such calls may also prevent those in need from receiving timely critical assistance," police said in the media release.

"As the alleged incitement to overwhelm public hotlines has the potential to obstruct the work of public servants, the police, in consultation with the Attorney General’s Chambers, are investigating the man and the woman for an alleged offence of abetment by instigation of persons to obstruct public servants in the discharge of their public functions under Section 186, read with Section 117 of the Penal Code."

The offence of obstructing public servants in the discharge of their public functions, carries punishment of up to three months' jail and/or a $2,500 fine.

The offence of abetting the commission of such an offence by the public generally, or by any number or class of persons exceeding 10, carries punishment of up to five years' jail and/or a fine.

While the police did not name the duo, a check by Yahoo News Singapore on the Telegram channel of Healing the Divide - a group that purportedly brings together Singaporeans concerned about COVID-19 vaccines - found an announcement on 11 October to call the three hotlines.

The group - whose founders are Iris Koh and her husband Raymond Ng - had sued media giant Singapore Press Holdings earlier this month for making false statements of fact in a COVID-19 commentary by published by The Straits Times.

On Wednesday evening, Koh wrote on the Telegram channel to say that she would be going to the Bedok police station at 10.30am on Thursday morning to be investigated.

She updated the channel again after her investigation on Thursday, saying, "They were investigating me for the ‘flooding’ comment. They wanted to take my phone. I said they would need to go through my lawyer to take anything."

#contactcenterworld

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


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Customer Contact Points

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

Published: Friday, November 26, 2021

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2021 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
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

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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