Challenge: short-term deployment of a Covid-19 vaccination campaign
A rapidly evolving situation, including the negative economic impact of pandemic containment measures and the short-term provision of vaccines, with flexible and agile deployment.
Solution: set up & operate a managed service for vaccination appointments with a lead-lime of just four weeks
- Set up and coordinate a service for making vaccination appointments by telephone for eligible groups of people at vaccination centers
- Develop and deploy an entire process flow of telephone appointment allocation
- Search, selection, contract negotiation, onboarding and operational management of the necessary service providers (server with interface for transferring all necessary data to enable lettershop for printing and sending appointment confirmation letters and other information, two call center service providers, cloud ACD platform, quality assurance service provider)
Results
- More than 290k vaccination appointments arranged in the call center (first plus second vaccination)
- More than 1.1 million letters sent (appointment confirmations, information campaigns, QR code for digital vaccination certificates)
Whitepaper: Redefining CX with Cloud AI-Enabled Contact Centers
This white paper highlights some key findings from the latest IDC research and examines the current market dynamics of cloud-based customer engagement centers in the Middle East.
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