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Usage of IVR services in Lockdown

When the whole world is going through the experiment of Work from Home, one of the major beneficiaries is the Telecom sector. The amount of data consumed during this lockdown has increased up to 30%. This means that most of the businesses taking online route to reach out to their customers, that too with limited staff. Customers and users who were not accustomed to the usage of devices and their operations are finding it difficult to cop up. Here, in combination with Online services, Interactive Voice Response (IVR) services can come hand to register the complaints, provide a road map to deal with difficulties and reply to people’s queries in a scheduled way. Usage of IVR services can not be limited to Education, Health Care, Food & Beverage and Financial Services, Government can also use it to gain feedback and to improvise their supply chain. While online classes are still going on not only for various private coaching institutes but also for primary and secondary schools. He
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Cloud Telephony – Tele medic Effort (Exemplary Utilization)


“A million calls across seven states in 26 languages by 4,000 doctors — resulting in over 70,000
consultations” (line from times of India). These figures, from India’s largest tele medic efforts to
combat corona, are just for one month.

A tele medic venture is (StepOne) working with governments of 7 states is an exemplary
implementation of cloud telephony service to help patients connect with doctors across country,
who voluntarily proffer diagnostic services online. The initiative backed by AI allows to identify
whether the incoming call is healthcare related or not and aids in consulting the seriousness of
symptoms with professionals from different states. This cloud telephony based initiative is helping
provide a platform to scale up the availability of doctors despite the location and language barriers.

Cloud telephony backed by AI has helped people reach a medical consultant with just a call and
cloud telephony would allow the customer to talk in their preferred language, allowing about a total
of 26 choices. This is also being used as a tool to battle Covid pandemic in 7 states too.

This is just an example of utilizing cloud telephony for good, its potential is in fact boundless.

Link to News
http://timesofindia.indiatimes.com/articleshow/75664784.cms?utm_source=contentofinterest&utm_medium=text&
utm_campaign=cppst


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