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COVID-19 Task Force | Vaccine Support

TTEC supports vaccine distribution efforts with CXaaS

Leverage a leader in global CX with proven crisis support experience to ensure success in operations and communications amongst partners, public health organizations, providers, payers, citizens and patients.

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PREPARATION IS KEY

Scale efficiently. Connect with empathy.

COVID-19 vaccine efforts require an efficient automated ordering, distribution, administration, and tracking program. TTEC can help you avoid overwhelming your contact centers with rapidly-trained at-home associates enabled by our secure and tech-agnostic solutions.

 

At-home
operations

An at-home operations platform powering 40k+ remote agents across the globe in completely secure work-from-home environments

Award-winning
Training

Award-winning AI-powered learning solutions to train agents 2-3x faster and keep their job skills and knowledge up-to-date

Messaging
Platforms

Messaging – reach patients and citizens via the platforms they prefer for outreach, scheduling, inquiry responses, critical follow-up. Plus, boost interactions by 4x with asynchronous messaging

 

Intelligent
Automation

Automation – eliminate redundancies and deflect calls to intuitive self-service to increase efficiencies and drive down labor costs

Back Office
Support

Back Office Support – gain efficiencies with best-in-class management and optimization of processes with asynchronous back office support

 
 

KEY INDUSTRIES

Who we help

Leverage our seasoned experts, proven-processes, and efficiency-driving technology in your part in the vaccine efforts. Get ahead of the surge with a global partner you can trust to assure business continuity and resiliency.

 
 

Federal, State, and Local Public Health Agencies

TTEC’s FedRAMP Authorized tech-enabled operations and Citizen Engagement Platform are set up to reach out and quickly respond to concerned citizens seeking information around vaccine availability, timing, efficacy, and more.

  • Manage Call Volume
  • Prioritize Constituents
  • Proactive Citizen Engagement
  • Optimized Scheduling and Logistics
  • Quickly scaled knowledgeable teams

Pharmacies

Just like your teams are working quickly to develop a distribution program to fight COVID-19 and maintain business continuity, we can help you scale a team of skilled and knowledgeable support agents in record-time

  • Manage Call Volume
  • Proactive Engagement
  • Optimized Scheduling and Logistics
  • Quickly scaled knowledgeable teams

Pharmaceutical Manufacturers

We can help your teams for the anticipated influx of order, procurement, and distribution support requests from hospital administrations, providers, public health departments, and pharmacies.

  • Manage Call Volume
  • Optimized Scheduling and Logistics
  • Efficient ordering processes and support
  • Quickly scaled knowledgeable teams

Distribution & Logistics

Just like your teams are working quickly to develop a distribution program to fight COVID-19 and maintain business continuity, we can help you scale a team of skilled support agents in record-time.

  • Manage Call Volume ​​
  • Optimized Scheduling and Logistics
  • Efficient ordering processes and support
  • Quickly scaled knowledgeable teams

Providers

Our HIPAA-certified tech and teams are prepared to proactively reach out and quickly respond to concerned patients seeking information around vaccine availability, timing, efficacy, and more.

  • Manage Call Volume
  • Proactive Engagement
  • Optimized Scheduling and Logistics
  • Quickly scaled knowledgeable teams

Payers

As encouraged by CMS, effectively reach enrollees, providers, and the larger community to help them better understand the importance of vaccination through channels your contacts prefer.

  • Manage Call Volume
  • Proactive Engagement
  • Optimized Scheduling and Logistics
  • Quickly scaled knowledgeable teams
 
 

CASE STUDIES

 
72 hour Rapid deployment of virtual contact center Our platform provided the ability to rapidly deploy both the technology and the multilingual support required to serve a diverse set of families. Within 72 hours we had set up a virtual contact center and staffed 60 experienced public sector agents. Read the full story
2,000+ agents shifted to remote support We equipped agent devices with security-compliant software and enhanced security protocols and processes that met HIPAA and overall data security requirements, allowing us to provide a comprehensive support and training enabled at-home model. Read the full story
70,000 case backlog cleared A health insurer had a large backlog of physician reports. We deployed an agile, dedicated team to manage the backlog in record time, introduce quality control measures, and ensure ongoing compliance. Read the full story
4x as many contacts answered Faced with unprecedented demand for unemployment assistance, one state needed to upgrade its contact center fast. Rather than overwhelm phone lines, the state added messaging to interact with citizens quickly and efficiently. Read the full story
Rapidresponse with emergency expertise We set up hotline support service through 10 locations, including three new pop-up sites, within one week. We have the emergency expertise and processes to rapidly deploy technology and staff to get contact centers up. Read the full story
Expanded capacity via AI and agents The Wyoming Department of Workforce Services mobilized a cross-functional response of AI and human agents to address surge in unemployment claims. Our automation technology deflected calls and our at-home agents answered calls. Read the full story
 
 
 

Strategy Guide

CX Best Practices for the COVID-19 Vaccine Rollout

Read this Strategy Guide to learn how to build public trust, handle surging call volume, schedule millions of doses, enable proactive outreach, and effectively manage data and security.

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RESULTS AND RESOURCES

Proven success, even in times of crisis

Strategy Guide
Top CX Trends for 2021

We've been delivering incredible customer experiences for 38 years by unifying our core capabilities of technology, services, and strategy. Our award-winning approach to customer experience helps organizations scale quickly while improving operational efficiency and CX.

Read Strategy Guide
Checklist
5 Ways Customer Experience Can Solve Top Vaccine Challenges

Customer experience (CX) best practices can alleviate stress on organizations responsible for the vaccine rollout. Read this checklist for 5 ways that CX can provide a solution to some of the top challenges faced by those involved in vaccine distribution.

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Blog
Vaccine support, quickly and efficiently

In the race to deliver a COVID-19 vaccine, don’t overlook customer experience.

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Blog
CX challenges for government agencies

How the pandemic provides an opportunity to become more citizen-centric.

Read Blog
 
 
 

 

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