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News : Surge in Alcohol-related Calls to HSE Helpline

#contactcenterworld

Dublin, Ireland, Oct 20, 2020 -- There has been a surge over the last three months in alcohol-related calls to a HSE support line, with an almost 40% increase since June.

Contacts to the HSE Drugs and Alcohol Helpline show that alcohol is the main drug causing problems for women aged over 20 and for men aged over 30.

Figures released to the Irish Examiner also show a large increase in calls relating to cocaine and tablet use, including anti-anxiety pills, in the July-September period.

The substantial increase in the third quarter of 2020 comes on the back of steep growth in alcohol calls since 2014 and a three-fold increase since 2017.

TCD Professor of Population Health Medicine Joe Barry said "cheap drink is a problem" and said the Government needs to "reduce the supply of drink between now and Christmas".

Figures for 2020 show:

*Contacts for all substances fell from 1,042 in Q1 (Jan-March) to 912 in Q2 (April-June), rising dramatically to 1,325 in Q3 (July-Sept) – up 45% on Q2;

*Alcohol contacts increased from around 470 in Q1, to 490 in Q2 and to around 670 in Q3 – up 37% on Q2;

*Cocaine contacts fell from around 220 in Q1 to 170 in Q2, jumping to around 270 in Q3 – up 60% on Q2

Alcohol in the main drug of use for men and women over 41 years of age

A HSE statement said: "Alcohol in the main drug of use for men and women over 41 years of age and also for men between the ages of 31 and 40 years. Cocaine is the main drug of use for men aged between 21-30 years of age, but cannabis is more likely to be their main drug of use up to the age of 21."

It added: "Women aged between 21 and 40 years are more likely to have issues around alcohol use than cannabis or cocaine."

Overall, the totals for all substances increased from 2,928 contacts in 2017, to 4,300 contacts in 2018 and to 5,557 in 2019. There have been 3,279 contacts up to September of this year.

Prof Barry, a board member of Alcohol Action Ireland, said that while the overall figures have been increasing since 2014, it has been "particularly steep" for alcohol, rising from 750 in 2017 to around 2,150 in 2019.

He said that while there was now talk of reducing opening hours of off licences there had been little attention on the impact of alcohol consumption during Covid, including on mental health and domestic violence.

He said the fundamental problem was the "widespread availability of cheap alcohol".

He said the medium-term solution was the introduction of minimum unit pricing but said that will not help with the immediate problem.

Can we reduce the supply of cheap drink between now and Christmas?

"The issue is can we reduce the supply of cheap drink between now and Christmas? I would say to the Government ‘what are you going to do about it’?"

*HSE Drugs and Alcohol Helpline Freephone 1800 459 459 or email helpline@hse.ie

#contactcenterworld

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


About Health Service Executive:
Company LogoThe Health Service Executive (HSE) (Irish: Feidhmeannacht na Seirbhíse Sláinte) is responsible for the provision of healthcare providing health and personal social services for everyone living in Ireland, with public funds. The Executive was established by the Health Act, 2004 and came into official operation on 1 January 2005. It replaces the ten regional Health Boards, the Eastern Regional Health Authority and a number of other different agencies and organisations. The Minister for Health has overall responsibility for the Executive in Government. The HSE is Ireland's largest employer with over 67,000 direct employees, and another 40,000 in funded health care organisations. It has an annual budget of over €13 billion, more than any other public sector organisation.
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Today's Tip of the Day - Touch Tone IVR

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

Published: Thursday, October 22, 2020

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2023 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

11.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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