DMI Joins with Atento & NTT Data to Power Maryland COVID-19 Vaccination Support Center

In Maryland, digital transformation company DMI (News - Alert) teamed with other tech providers - including Atento and NTT Data - to help power it’s COVID-19 contact center so that citizens could easily preregister, modify appointments and communicate with support agents.

The offering combines human support and digital channels while keeping social distancing requirements at the forefront. Callers move through the options of qualification, appointment setting and have an opportunity to ask questions and speak to a live agent if needed. The system is set up to handle more than 70,000 calls per day.

The plans and solution for necessary infrastructure to make the center a success were completed in just a matter of days and have already served 1.4M residents since launching in March. 

“Our priority was establishing a statewide support center and hotline that would be easy to use and efficient in handling massive volume of calls and inquiries,” said DMI President, Managed Mobility Services, DJ Oreb. “In a matter of days, we were able to develop an overall plan and solution for the infrastructure and bring in Atento and NTT (News - Alert) as reputable partners to assist with implementation.”

Together with CRM & BPO solutions provider Atento and digital business and IT services provider NTT Data, DMI was able to help deliver a hybrid solution that kept residents informed, agents productive and even provided government institutions with an easy way to manage call volumes as well as have access to real-time analytics about the calls as they happen.

“The hybrid of digital and human offerings allows residents to get their questions answered in a more efficient manner while opening up phone lines and live agents for those needing more assistance,” said Oreb. 

Edited by Luke Bellos