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News : UN Sets Up Toll Free Call Center for People In Need

#contactcenterworld

Kabul, Afghanistan, Sept 17, 2018 -- The United Nations Agencies opened a toll free call center named Awaaz Afghanistan in Kabul that was attended by UN officials, Minister of Refugees and Repatriation and State Minister for Natural Disaster Management.

This is Afghanistan’s first inter-agency nationwide toll free call center which will be a single point of contact through which Afghans affected by conflict and natural disasters can get critical information about what assistance and support is available to them.

The toll free number is 410 and anyone with access to a phone in Afghanistan can call the number – which will be manned by eight multi-lingual operators, four of whom are women.

UN officials in Kabul said the call center has been established to not only help people receive critical and life-saving information but also for them to receive the support they need.


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"Recognizing the need to enhance transparency and two-way communication in Afghanistan, the World Food Programme initiated the call centre, identifying UNOPS as the implementing partner. UNOPS secured additional funding from the Afghanistan Humanitarian Fund, the European Civil Protection and Humanitarian Aid Operations, and the United Nations High Commissioner for Refugees," Awaaz Afghanistan Team said in a statement.

According to UN officials, anyone affected by the conflict, domestic violence or natural disasters or any other means of challenges can freely contact the center by dialing 410.

The UN said the team will be able to deal with about 400 calls a day.

Toby Lanzer, the UN Secretary-General’s Deputy Special Representative for Afghanistan said at the opening ceremony of the call center in Kabul the employees at the center will register complaints and problems. The UN will then take steps to either address the problems or refer them to relevant government departments.

Lanzer also said the UN will follow up on registered complaints to make sure the problems are addressed.

"Today’s launch marks a milestone: UN agencies are here to listen to the people of Afghanistan, who can now reach us day or night with feedback or questions about our response to natural disasters or conflict. And, together, agencies will work to get the best answers and the best response to people, on time," said Lanzer.

The center will work with different government departments and international aid agencies to accelerate the deployment of critical aid to people suffering from various types of problems.

"This center should accurately introduce support resources to the people in need. It should make it easy for people to find support resources and they should not waste people’s time by notreferring them," Sayed Hussain Alemi Balkhi, Minister of Refugees and Repatriation said.

"Government and the international agencies should know about the situation of the people and what they need and what they want," Najib Aqa Fahim, State Minister for Natural Disasters Management said.

Officials from the call center said this is the second free call center that has been opened by the UN in the world. The first one was opened in Iraq a number of years ago.

#contactcenterworld

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


Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

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

Published: Wednesday, September 19, 2018

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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