“Our priority was establishing a statewide support center and hotline that would be easy to use and efficient in handling massive volume of calls and inquiries,” said DMI President, Managed Mobility Services, DJ Oreb. “In a matter of days, we were able to develop an overall plan and solution for the infrastructure and bring in Atento and NTT as reputable partners to assist with implementation.”
The logistical challenges presented through the high transmission of the pandemic and social distancing norms meant that public administrations needed to find workable solutions to protect all people, especially the most vulnerable, while trying to work as quickly as possible to avoid slowing down the roll-out efforts.
“The hybrid of digital and human offerings allows residents to get their questions answered in a more efficient manner while opening up phone lines and live agents for those needing more assistance,” said Oreb. “With our partners, we’re also conducting multiple outbound campaigns to prioritize delivering educational information and equitable access to schedule their vaccine appointments.”
The supportcenter solution enables government institutions to easily manage the increased incoming call volume associated with the current pandemic environment. It also conducts proactive outreach to provide equitable vaccine distribution and set appointment…