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News : Vodacom Zero Rates what3words Website

#contactcenterworld, @Vodacom

Cape Town, South Africa, May 28, 2020 - Telecommunications group Vodacom has zero-rated the emergency location tracker platform ‘what3words’ for its subscribers across South Africa.

The what3words technology, available as a mobile application or an online map, has divided the world into a grid of 3 m squares, with each square allocated a unique combination address of three words.

In an emergency, a what3words address can be given to the call centre agent to identify precisely where help is needed using the three words as a location identifier.

About 75% of countries worldwide have a poorly maintained – or none at all – addressing system, and large parts of South Africa are still lacking spatial planning, which presents a significant challenge for citizens living in rural areas or informal settlements when it comes to emergencies.

Without an address, explaining to emergency services where to find you can be extremely difficult, said Western Cape Emergency Medical Services (EMS) medical director Dr Shaheem de Vries.

Callers are often only able to provide vague descriptions or references to landmarks, which means emergency services waste critical time and resources trying to locate the person in need of help.

"If you happen to live in an informal settlement or are left stranded in a remote part of our country, the anxiety and uncertainty that can accompany a call to the emergency services may prove unbearable.

"Some of the informal settlements we cover do not have street names and locating the caller is incredibly challenging for our call handlers and teams on the ground," added Gauteng EMS communications deputy director and advanced life support paramedic JP von Benecke.

"A consistent issue we noticed during piloting was that some communities were reluctant to access the what3words site because of concerns over the cost of data. Even though it is a small site in terms of data use, it was a consistent hurdle. By zero-rating the what3words site, Vodacom have completely removed that hurdle," De Vries pointed out.

The zero-rating means that the what3words emergency find me website is now accessible to users for free, eliminating data cost concerns when using the platform to enable emergency services to locate a person in an emergency.

"what3words has seen significant adoption by emergency services around the world, including the UK and South Africa," added what3words co-founder and CEO Chris Sheldrick.

"The what3words technology forms parts of an existing ecosystem of services such as the Vodacom SMS Emergency Service for deaf or speech-impaired customers and the Gender-Based Violence Command Centre, which deals with issues around gender-based violence," said Vodacom Consumer Business Unit chief officer Jorge Mendes.

"what3words and Vodacom have helped emergency services like ours move away from ‘where are you?’ ‘what can you see?’ and progress to ‘we know where you are and we are on our way," Benecke concluded.

#contactcenterworld, @Vodacom

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.engineeringnews.co.za


About Vodacom:
Company LogoVodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 182 million people across five countries: South Africa, Tanzania, the DRC, Lesotho and Mozambique. Vodacom's presence in Africa was strengthened with the acquisition of Gateway on 30 December 2008, which has customers in 40 countries in Africa, providing communications services to multi-national companies and telecommunications network operators. In addition, Vodafone has agreed to use Vodacom as its exclusive investment vehicle in sub- Saharan Africa.
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Today's Tip of the Day - Back To The Basics

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

Published: Friday, May 29, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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.

4.) 
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.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
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 Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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