IMImobile’s cloud contact centre software is enabling public sector and healthcare organisations shift online in reaction to COVID-19.
Public sector organisations such as Dudley Council and Hertfordshire Partnership University NHS Foundation Trust are requiring their contact centre staff – those on the frontline of communicating with citizens and patients during the crisis – to work remotely.
At the same time, the crisis has led to more pressure being placed on contact centres for these organisations. Those who’ve been laid off, or placed on furlough, for example, may need urgent support from their local council as far as rent payments are concerned, while mental health patients continue to need critical support from the NHS amid the pandemic.
IMImobile strengthened its contact center offering last year through the acquisition of UK-based contact center software provider, Rostrvm. The integrated omnichannel solution consolidates voice, messaging and social customer service channels into a unified agent console and simplifies contact center operations for businesses and public sector organizations.
With the product and associated infrastructure hosted in the cloud and delivered as a service, contact centers have easily transitioned to working from home without any service interruption.
IMImobile’s cloud contact centre software has ensured that lines of communication remain open for these organisations, without any interruption, by:
Enabling rapid transition of contact centre agents to remote working: Hertfordshire Partnership University NHS Foundation Trust was able to transfer all 50 of its agents to remote working rapidly, ensuring that no calls from mental health patients were missed.
Providing more visibility into call levels and peak times: Before rolling out IMImobile’s contact centre software, Dudley Council was unable to track how many calls were coming in, or what peak times were: it now has greater tracking and monitoring capabilities, and can automate outbound interactions to help free up agents’ time.
Joanne Osborne, Operational Team Leader at Hertfordshire Partnership University NHS Foundation Trust, said:
“It has been fantastic that we have been able to transition all 50 of our agents to remote working in a really short space of time. As the mental health service provider for Hertfordshire, it is critical that the lines of communication stayed open without interruption, so we didn’t miss any calls from patients. This crisis has demonstrated that, with the right software, teams are now able to all work from home with ease and this will change the way in which we work in the future.”
Yvonne Steele, Team Manager of Income, Rent to buy & Leasehold Services at Dudley Council, commented:
“We have seen an increase in the number of calls to the department due to COVID-19 with concerns about meeting rental payments from those who have lost their jobs or been put on furlough. IMImobile’s contact center software has enabled a seamless transition to remote working overnight and has removed the need for fixed, office-based agents. Before its implementation, the team had no idea how many calls were coming in or the peak times for those calls, now we have greater reporting and real-time monitoring capabilities and even the ability to automate outbound interactions via calls or messages to free up time for the team.”
The solution has been instrumental for clients such as Bouygues Energies & Services, who provide facilities management services for a number of large public sector organisations. Scott Hulse, Security Manager – National Operations Centre at Bouygues Energies & Services, said:
“The agile nature of IMImobile’s software has enabled all of our agents to work from home without any issues. We believe that this crisis will accelerate business adoption of flexible working practices and digital communication solutions because not having the right software in place hampers ability for businesses to react at speed during an emergency situation.”
Commenting on the developments, Sudarshan Dharmapuri, EVP Products at IMImobile, added:
“We’re pleased to witness our products enabling the levels of agility that organisations need to operate in today’s environment characterized by unprecedented disruptions. Our cloud contact center product allows customer interactions, automation flows, and businesses processes to be configured, as opposed to programmed, enabling the flexibility to transform operations overnight.”
If you are interested in further details of IMImobile’s contact center offering, you can watch their latest webinar here.