IntelePeer and Enghouse Interactive Join Forces to Create Automated COVID-19 Vaccination Scheduling Solution

IntelePeer, a leading CPaaS provider and Enghouse Interactive, a leader in global contact centre and video solutions provider have teamed up to help households with poor internet connection in rural areas by deploying an inbound COVID-18 vaccine scheduling hotline.

The collaboration will create a hotline scheduling solution with geographic routing capabilities and will enable vaccine-eligible residents to get an appointment more easily. The hotline scheduling solution will also support over 700 contact centre agents to work more efficiently and increase scheduling while working from home.

As stated in a February 2021 Kaiser Family Foundation research project, four in ten adults over the age of 65 had difficulties getting a vaccine appointment. The FCC estimates that 21 million Americans do not have access to the Internet which further hinders the vaccination process.

IntelePeer and Enghouse Interactive have partnered to enhance and accelerate the vaccination scheduling process for those without internet access or who have any troubles with technology. The COVID-19 hotline will work as an easy solution to help schedule vaccines appointments especially for those with limited digital access.

[caption id="attachment_36473" align="alignright" width="200"] David Thomas[/caption]

David Thomas, General Manager at Enghouse Interactive, Americas said:

“It was critical to help solve heavy inbound calling for residents qualifying to receive the

COVID-19 vaccine. By implementing an automated voice solution via a hotline, residents were able to receive the information they needed to eliminate the risk of confusion, long hold times, busy signals or dropped calls and bring a positive experience while scheduling to receive the vaccine”

“Working with IntelePeer allowed us to respond in a rapid manner to get our Enghouse CCaaS solution, backed by IBM’s Cloud Infrastructure, activated across nine participating contact center groups, comprised of community businesses and volunteers offering remote agent resources and experience”, added Thomas.