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Latha Thamma reddi
SR Product and Portfolio Manager
Hussam Dwairi
Vice President for Tech & Digital Transformation

News : Tamil Nadu Brings More Hands for Covid Helpline as Cases Surge


Chennai, India, April 19, 2021 -- The number of calls received at Tamil Nadu’s Covid-19 helpline-- 044-29510500, has peaked with the alarming rise in the number of infections in the state during the second wave of the viral disease. The authorities have hired additional eight hands to man the center housed at the directorate of public health (DPH) in Chennai.

A helpline staff said it takes six people in each of the three shifts to respond to about 1,800 to 2,000 calls received daily these days. Dr Praveen Sunder, a new recruit, was asked to leave his field duty to man the helpline’s need for manpower.

"Because of the surge in cases we are getting more calls, so I was brought in from April 1," says Sunder. As a doctor employed with the directorate, Sunder was involved in distribution of medicines for Covid treatment and spreading awareness last year. Now, on the helpline duty, he claims he answers 100-150 calls during his eight hour shift. On an average, the Center has received more than a 1,000 calls every day since mid-March, said another helpline staff.

The calls to the helpline are handled by doctors, health inspectors and other staff of the public health directorate, who share relevant information with the callers following the Covid-19 guidelines released periodically by the state government. A television plays out news 24 hours at the center, allowing the shift in-charge to update staff on the latest Covid-related regulations and other developments.

Most calls that Sunder and his colleagues receive these days are queries on vaccines and e-pass rules. "They call to find out about any precautionary measures to take before getting vaccinated, what kind of side-effects they can expect and many people are also confused over the interval between the two doses," said Sunder. "Some of them also call if they have a headache or any sort of pain after getting vaccinated. If they test positive, they ask if they can remain in home quarantine and when they should take a CT (Computed Tomography)".

However, when people in medical emergency situations tend to call Tamil Nadu’s 108 ambulance service, he said.

The helpline also receives calls from other states and even countries to know if there will be a lockdown in Tamil Nadu and if they require an e-pass to enter. "People call us from other countries like the UK and Canada before they plan their travel," says Sunder.

His colleague who did not wish to be named has been working in the control room since last March when Tamil Nadu reported its first infection. She said the number of calls had increased to the levels seen between March and July last year, adding that in February she used to answer less than 35 calls, which has more than doubled to around 100 now.

Tamil Nadu reported 6,993 daily cases on July 27 at the peak of the infections last year, which has been surpassed this year during the second wave with record 7,819 cases registered on April 14.

"We are like a hub," she says. "When we get specific queries on testing centres or bed availability, we connect the callers to our district centres."

However, there are a few complaints with the helplines at the district centres. For instance, a resident of Chengalpattu district, who didn’t wish to be named, said he called the local helpline-- 044-27427412 twice to complain against an infected person, who was roaming freely within their apartment complex. "We have elders and kids who live here and I’m worried," he said. "They just forwarded my complaint to the local municipality to fumigate the place and put a notice in that person’s house, but till now, no one has turned up to take action."

Apart from the general helpline, the Greater Chennai Corporation has reopened a tele-counselling helpline for those in home isolation. It has a hundred parallel lines to ensure the helpline isn’t engaged.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Loyalty Versus Satisfaction

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

Published: Wednesday, April 21, 2021

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2023 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.


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)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

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)

eGain Corporation

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


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.

OpsTel Services

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...
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