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News : Saudi Health Ministry’s 937 Call Center Proves Major Success

#contactcenterworld

Jeddah, Saudi Arabia, Oct, 2020 -- The Saudi Ministry of Health’s 937 call center has proved to be a major success in dealing with the nation’s medical inquiries.

In September alone, more than 3,000 call handlers spread throughout the Kingdom fielded 1,955,944 queries, and during the same month the center provided 597,228 medical consultations and received 476,835 health care inquiries.

Ministry officials said that the center had booked 410,849 appointments at primary health care outlets, taken 136,691 reports, and dealt with 269,815 inquiries related to the coronavirus disease (COVID-19) outbreak.

Calls to the helpline peaked during the virus lockdown period as citizens sought advice on suspected cases of COVID-19 and safety instructions on visiting hospitals.

Hanadi Abdulhadi, a mother of 5-year-old twin boys, contacted the center in early September. "One of my boys contracted an infection in his throat but we couldn’t be sure what it was especially with the onset of a fever and the rest of the symptoms appearing later," she told Arab News.

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"Though we were isolating still because I feared for the boys, I called the center and informed them of exactly each symptom in order to make a judgement — to head to the emergency room or not."

With guidance from the phone operator, she was able to inspect her son’s throat and relay the results. "Though there were no lesions in his throat on the first or second day, I still called 937 daily to continue checking if I should take my son to the hospital," she said.

On the third day she was able to take him to hospital when the fever was under control and lesions appeared.

Inquiries can also be directed to the ministry via Twitter, email, and instant chat on its website. It also provides services to people with hearing difficulties through a chatbot using WhatsApp messaging on 920005937.

#contactcenterworld

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


Today's Tip of the Day - Customer Feedback

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

Published: Wednesday, October 14, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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