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News : Saudi Ministry of Health Provides More Accessible Health Services

#contactcenterworld

Riyadh, Saudi Arabia, Oct. 7, 2019 -- In line with the Saudi Vision 2030, the Ministry of Health (MOH) is undergoing a major transformation process to improve access, efficiency, and quality of care and to that end; several initiatives are currently underway. One of the key transformation initiatives undertaken by MOH for boosting the health care services in the Kingdom is the establishment of a "937 Call Center." The Call Center provides round-the-clock medical and administrative services through a toll free number (937).

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Medical services provided by the Center include emergency and routine health care. The services are provided by health care professionals that immediately respond to inquiries and, if need be, refer callers to a more appropriate service. Despite the relatively new experience that the Saudi MOH has with the provision of telephone consultation services, the public in Saudi Arabia is increasingly utilizing these services. In the first quarter of 2019, the "937 Call Center" received over 2 million calls. The daily number of calls received by the Center is around 30 thousand, where these are answered within 15 seconds. To date, the overall public satisfaction rate with telephone consultations provided by "937 Call Center" has reached 85.19%.

Administrative services provided by the Center include inquiries about MOH's services; outgoing and incoming transactions; appointment requests for healthcare centers and hospital transfer requests based on the medical needs; in addition to complaints against public and private health facilities. Furthermore, the Center has the role of creating awareness regarding infectious diseases, toxins and medicines. 

#contactcenterworld

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


Today's Tip of the Day - CRM Technology

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

More Editorial From Ministry of Health (MOH)

Published: Wednesday, October 9, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

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!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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