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News : Wix Launches COVID-19 Call System to Connect Citizens Who Need Support

#contactcenterworld

New York, NY, USA, April 27, 2020 -- Wix, a provider in website creation, launches an online COVID-19 Volunteer Call System to connect volunteers with citizens who are in critical need of assistance. From provisioning groceries and medical supplies to performing home services, the platform will support one million Israeli citizens. Created in response to a request put forth by the Israeli Ministry of Finance & Welfare, Wix is now proud to offer the technology to governments around the world, at no charge.

"Helping those who are unable to leave their home and are in critical need of food, medical supplies, and home services is the top priority for our country," said Nir Zohar, Wix President & COO. "Our unrivaled technology that helps the global business community can now be harnessed for the greater good of our country and world. This is, by far, one of the most meaningful ventures we have pursued. Our hope is that this platform will go beyond our country's borders and help governments around the globe meet the needs of their citizens."

The online Volunteer Call System was created using Corvid, Wix's comprehensive web development platform. The system was built by a team of 20 Wix employees and was entirely functional just one week after receiving the request from the Israeli government. The Volunteer Call System is a fully inclusive web application with three distinct parts: volunteer application, online call center, and report monitoring.


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Volunteers register and undergo a validation check, which can be integrated with government databases. Once approved, volunteers can immediately begin serving their community. The call center, or volunteer dashboard, is where volunteers respond to those in need. Built-in script and call summary forms help volunteers collect vital information from those they're helping. The system is integrated with technology from Twilio, the leading cloud communications platform, making all communication between volunteers and citizens safe, secure, and able to scale rapidly with the size of the population being served. With Twilio, governments can plug in the communication channels that work best for their citizens, including SMS, voice calling and WhatsApp, to seamlessly connect people with volunteers. Finally, the system includes a reporting dashboard where government officials can pull reports at any time. This feature allows users to track how many people have been reached, how many numbers aren't in service and more.

In the first three days of operation, Wix's online Volunteer Call System helped over 11,000 at-risk individuals by providing food, medical supplies, and other home services. The initiative is forecasted to help approximately one million Israeli citizens. The next batch of 300,000 individuals, who were identified as the next group most in need of assistance, will be served by more than 20,000 volunteers, including Israeli soldiers and civil volunteers.

"During a pandemic, like COVID-19, connecting vulnerable populations with existing support and resources quickly can save lives," said Erin Reilly, Twilio Chief Social Impact Officer. "Wix spun up this platform in record time to respond to the urgent need in Israel. We look forward to continued collaboration with them to help ensure that governments have access to the scalable communications technology they need to support the people they serve."

As the world navigates a global pandemic, Wix is committed to partnering with local and national governments to scale the platform and tackle the challenges related to COVID-19. With small adaptations, the system can easily be adopted by countries, states, and cities and help these communities operate in a centralized and efficient manner to address the needs of their citizens. Wix is now offering this innovation to all local and national authorities, at no charge. Wix will translate the system into other languages and help with the implementation process, which can be accomplished in a matter of days.

#contactcenterworld

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


Today's Tip of the Day - Do You Divert Calls Between Offices?

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

Published: Tuesday, April 28, 2020

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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