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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.

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"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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Published: Friday, May 29, 2020

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2020 Buyers Guide Knowledge Management

 
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Combines knowledge management with call support as continue improvement.

2.) 
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.

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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.
PH: 425-649-1246

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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.

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Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
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PH: +441279 5555 80
 
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