Welcome!

Mobile IoT Authors: Elizabeth White, Zakia Bouachraoui, Pat Romanski, Yeshim Deniz, Carmen Gonzalez

News Feed Item

NewVoiceMedia Releases Paper: Preparing Your Call Centre for Flu Pandemic

NewVoiceMedia Releases Paper: Preparing Your Call Centre for Flu Pandemic

LAVERSTOKE, England, February 6 /PRNewswire/ -- The announcement that the virulent H5N1 strain of bird flu has arrived in the United Kingdom may have come as a surprise to many - especially the way that it came out-of-the-blue and has had such a massive impact on one business in a relatively remote area. Hopefully the outbreak will be contained on this occasion, but government agencies and some businesses have been planning for the worst case: that pandemic erupts with potentially crippling effect on British industry. NewVoiceMedia has released a paper "Preparing Your Call Centre for Flu Pandemic", which is available as a free download from www.newvoicemedia.com.

For many businesses the call centre is the link to their customers. When a pandemic strikes, both the call centre agents and their customers will be badly affected - businesses should be planning ahead to mitigate the impact. With careful planning and proactive arrangements set in place to allow flexibility of working practices, work can continue. The paper discusses the models the effect of a flu pandemic on call centres and the population in general. It outlines the likely rates of infection and loss of availability for work; the effect on commercial models and economic activity as customers stop interacting; and highlights the need for a flexible call centre infrastructure that would enable the migration of centralised call centres to a distributed model where the workload can be moved in hours to agents working from home.

NewVoiceMedia's hosted telephony platform can act as an 'overlay' solution to any existing infrastructure. A hosted approach means that it can be scaled up or down during the crisis; that agents can work at home to avoid infection; and that callers can be handled automatically or to be put through to an appropriate agency. The system is web-configurable in real-time by call centre managers who may also be working from home and is based on resilient computers that themselves need little or no human support, thus maintaining a reliable service at all times.

About NewVoiceMedia

NewVoiceMedia provides its customers with off-the-shelf applications such as virtual contact centres, call routing, conferencing, voicemail, automated data collection, card payment services, and our partners with the most powerful hosted architecture and flexible Dynamic CTI-enabled modules to enhance their own product portfolios.

NewVoiceMedia

Press contact: Neil Kirtley, Tel: +44-(0)800-280-2888, [email protected]

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

IoT & Smart Cities Stories
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
Atmosera delivers modern cloud services that maximize the advantages of cloud-based infrastructures. Offering private, hybrid, and public cloud solutions, Atmosera works closely with customers to engineer, deploy, and operate cloud architectures with advanced services that deliver strategic business outcomes. Atmosera's expertise simplifies the process of cloud transformation and our 20+ years of experience managing complex IT environments provides our customers with the confidence and trust tha...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
AI and machine learning disruption for Enterprises started happening in the areas such as IT operations management (ITOPs) and Cloud management and SaaS apps. In 2019 CIOs will see disruptive solutions for Cloud & Devops, AI/ML driven IT Ops and Cloud Ops. Customers want AI-driven multi-cloud operations for monitoring, detection, prevention of disruptions. Disruptions cause revenue loss, unhappy users, impacts brand reputation etc.
The Japan External Trade Organization (JETRO) is a non-profit organization that provides business support services to companies expanding to Japan. With the support of JETRO's dedicated staff, clients can incorporate their business; receive visa, immigration, and HR support; find dedicated office space; identify local government subsidies; get tailored market studies; and more.
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility. As they do so, IT professionals are also embr...
As you know, enterprise IT conversation over the past year have often centered upon the open-source Kubernetes container orchestration system. In fact, Kubernetes has emerged as the key technology -- and even primary platform -- of cloud migrations for a wide variety of organizations. Kubernetes is critical to forward-looking enterprises that continue to push their IT infrastructures toward maximum functionality, scalability, and flexibility.
Today's workforce is trading their cubicles and corporate desktops in favor of an any-location, any-device work style. And as digital natives make up more and more of the modern workforce, the appetite for user-friendly, cloud-based services grows. The center of work is shifting to the user and to the cloud. But managing a proliferation of SaaS, web, and mobile apps running on any number of clouds and devices is unwieldy and increases security risks. Steve Wilson, Citrix Vice President of Cloud,...
When Enterprises started adopting Hadoop-based Big Data environments over the last ten years, they were mainly on-premise deployments. Organizations would spin up and manage large Hadoop clusters, where they would funnel exabytes or petabytes of unstructured data.However, over the last few years the economics of maintaining this enormous infrastructure compared with the elastic scalability of viable cloud options has changed this equation. The growth of cloud storage, cloud-managed big data e...