Covid-19 use cases
In-home appointments
Checking Covid-19 status when arranging technician in-home appointments, both for the person making the visit and the household being visited, and automatically rescheduling where there are issues.
Enabling call center colleagues to work from home
With ContactEngine's conversational AI orchestrating the majority of conversations, and call-center agents using ContactEngine's agent desktop to assist the remaining customers requiring extra help, conversations can continue easily via the customer's channel of choice.
Bandwidth upgrades
Giving people the option to receive temporary free upgrades to higher bandwidth, and adjusting their billing arrangements.
Billing conversations
Helping people deal with billing issues such as changing their billing cycle or delaying payment.
Emergency communications
ContactEngine specializes in emergency communications for companies with very dispersed colleagues and no centralised intranet: colleagues can call into an emergency number and raise an issue, then the recording is automatically sent to various colleagues who can further escalate (at the touch of a button) and schedule a conference call to decide the next action.
Vaccination Appointments
Providing easy, intelligent and proactive Covid-19 vaccination appointment scheduling and rescheduling, benefiting state providers and citizens alike. View our 3-minute explainer video: Proactive Covid-19 Vaccination Appointments with ContactEngine
Our Covid-19 related insights
Covid-19: Accelerating the future of customer service
WHITEPAPERThis whitepaper examines the interplay between 4 key Covid-19 call center metrics. Measure them now, and learn how ready you are for increasing your levels of customer self-service.
Proxy measures of Covid-19 infection rates
BLOGHow long does the Covid-19 lockdown have to last? Prof. Mark K. Smith shares his insights.
What did the Romans ever do for us? How the Covid-19 crisis compares to 410AD
BLOGWill Covid-19 lead us back to the Dark Ages or bring us into the 'Light Ages'? CEO Prof Mark K. Smith discusses
The Delineate Customer Effort Index - You Keep Me Hanging On
VideoIn a world where virtually anything we want is only a click away, customers expect their interactions with brands to be simple and fast. This new research, conducted by real-time data agency Delineate and sponsored by proactive CX experts ContactEngine, dives into the key challenges for brands in customer effort.
