How Organizations Can Utilize Automated Solutions During the COVID-19 Pandemic

With the global outbreak of the COVID-19 pandemic, governments, citizens, and private organizations alike are experiencing a disruption in their day-to-day lives. A number of countries are already implementing community quarantines and state-wide lock downs in hopes that this would help contain,or at least minimize the spread of the virus.

This global pandemic has affected hundreds of thousands globally. In fact, as of writing this, in the US alone, there are already over 82,000 cases, making it the country with the biggest number of reported cases, topping China—which is where the virus originated.

There are multiple studies being conducted as to the status of this outbreak—will the situation be better or worse? Unfortunately, the condition we’ll be facing in the future is unclear. What we know is at least in the next few weeks, circumstances will remain difficult for everyone.

How does COVID-19 Affect Organizations?

The novel coronavirus is a human tragedy, but it also has a growing impact on global economy—and not in a good way. Social distancing in hopes of “flattening the curve” calls for civilians to stay home and avoid exposure. As an extension, businesses lose income because a) employees are unable to go to work, b) because offices must shutdown physical offices to observe community quarantine, c) because people are staying indoors and are not making unnecessary purchases.

To make the long story short, it’s not looking good. But all is not lost! As long as organizations and private companies start making necessary adjustments now, business continuity is within their reach and revenue loss can be minimized, all while keeping their local community safe.

But what exactly can organizations do?

Remote Work Setup

Organizations must start looking into doing remote operations, to serve their customers while ensuring the safety of their employees. This means looking for solutions that will help them quickly transition from their current setup to a remote one while ensuring productivity and business continuity.

One of the ways to do this is by setting up a remote contact center. Doing so will help organization’s get their processes up and running in no time.

Countless businesses and government offices have seen a considerable spike in customer contacts since the COVID-19 outbreak. To continue serving customers and citizens in this dynamic environment, cloud contact center software must have elastic scalability and flexibility for operational processes.

For organizations that have an existing on-premise setup, transitioning to a cloud-based model in such short notice may seem daunting. But that’s the beauty of virtual private network or VPN—you can re-route customer interaction and serve them seamlessly.

If you’re wondering how this will turn out for enterprises with large scale operations, know that this change will do them good. Now they can start looking into utilizing multiple cloud deployment options:private, public, hybrid setup. Doing so would help the transition to cloud smoother and easier.

Automated Communication

It's critical for organizations and businesses to keep their customers or local communities up to date with service updates or latest news regarding the current COVID-19 issue. This should be done for many reasons: establishing trust between organization and their network and retaining visibility and be top of mind for future services are just a couple of them.

An efficient way to do this is by utilizing cloud-based auto dialer and SMS services. These solutions can help organizations efficiently notify their network whilst observing proper social distancing protocols.

But before jumping in and getting auto dialer services, you must first understand what it is and what it can do for your organizations.

What is an Auto Dialer?

Auto dialer solutions deliver pre-recorded audio messages to a pre-defined list of cellphone and landline numbers (this, of course, will come from you). It can also leave answering machine messages in your own voice or a computer-generated voice using our Text to Speech plug-in.

Needless to say, it’s important that you get an auto dialer solution that offers great features, such as live call transfer, automated messages, touch-tone opt-out options, and an easy-to-use interface. This auto dialing software is scalable, customizable, and easy to use.

How Does an Auto Dialer Work?

Setting up a cloud auto dialer is easy and straightforward. You simply upload your contact list, select an audio file which you’d like to send out, and start the auto dialer program. Voicent auto dialer software will automatically dial the mobile and landline numbers in your contact list and play the audio file you’ve selected once they pick up.

For answering machines, you can choose to play a different recorded message. If the line you’re trying to reach is busy though, you can also set the auto dialer program to retry the contact. This will ensure maximum reach and results.

How is This Going to Help Organizations?

As an organization or business, you have an obligation to keep your network informed about business operation changes especially now with the novel coronavirus pandemic. With the auto dialer, now you can send out pre-recorded messages to your contact list, reminding them to stay safe and notifying them of operational changes that might affect them as consumers.

Local governments are already using this technology to constantly update the community with news about the outbreak. It’s also being utilized to prompt citizens into taking precautionary measures in ensuring their own safety as well as the public’s.

For smaller businesses, this technology can also be used to send notifications to employees and everyone else in the organization. Since this solution can be used short term, it’s suitable for keeping employees apprised of operational updates, perhaps even when normal business processes will resume.

The usage of auto dialer services can be limitless, but at times like this it is also priceless. Paramount to solving this global pandemic is ensuring everyone is well-informed and up to date of the current situation. We must all do what we can to contain—and hopefully soon, defeat—this outbreak for the sake of the world.

Posted in General |

Setting up Government Covid 19 News Update

Hi! Due to the current world wide issue of Covid 19, we are looking for a solution that would allow us to send out updates to our local community regarding service updates, news updates etc to a pre-defined phone number list of cellphones and land lines. We are looking for a cloud based product that SMS and autodialer communications can be sent in one platform. Your products seem to have that ability but seem to be split between a locally installed software and a cloud solution? Any information you can lend me would be awesome!

First of all, the software in our cloud service and on-premise version is exactly the same software. So feature wise there is no difference. The following are the main differences:

The cloud service includes telephone service and SMS service

The cloud is super easy. All you need to do is sign up for a cloud account and start using it.

The on-premise software is installed on your own computer and can be configured to use your own telephone service.

If install and maintain the software is not a main issue for your organization, the cost of phone usage usually determines whether you use the cloud or on-premise. The cloud phone service ranges from $0.04 to $0.015 per minute. So for low call volume, it is much better to go with the cloud service. You save a lot of money by not having to maintain a computer for the software and to add more work for your IT staff.

For high call volume, especially if your current phone service already have the capacity, then it is much cheaper to use our on-premise software. For many organizations, this may not add any more cost to your phone service. The software can be configured to use your current PBX systems.

So what kind of call volume makes sense for the on-premise solution. The calculation is pretty straightforward if not counting your own computer and IT staff cost. For example, if your monthly call volume is 100,000 calls, assuming 1 minute per call, for our cloud service the phone usage cost will be $0.015 x 100,000 = $1,500. If your own phone service cost you half of that to make these calls, then the difference is $750. For many organizations, if they have existing computers and IT staff can main the software, then the saving makes sense. For others, this saving hardly covers the IT staff’s time.

On-premise software offers more control

The on-premise software is installed on your own computer, that means you have 100% control of it. Your data never leaves your organization. For certain regulated industries, this data security is a must.

In addition, if you have to use a lot of API for software integration, then on-premise software is for you. For example, direct access to database using SQL statement is not allowed on the cloud service.



Posted in Auto Dialer, General |

Covid-19 Reminder Robocall

To keep residents informed about the COVID-19 status, federal and local governments start to utilize robocall systems to alert people to stay inside. Connecticut governor Ned Lamont on Mar. 22 delivered a recorded voice message to more than four million phone numbers through the state’s CTAlert system, urging all residents to “Stay Safe, Stay Home” as the state continues to face the ongoing pandemic.

Smaller organizations that do not have existing systems can also utilize robocall system to send notifications to their employees and customers. Most organizations choose robocall / auto dialer cloud services since the usage might be short term. Many cloud service offer monthly subscriptions.



Posted in General |