A growing number of CallMiner customers – which include some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers – are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact center.

“Contact centers globally are experiencing a massive change in call volume and operational complexity. In some cases wait times are longer, the issues are more emotionally charged, and customers need fast and informative help, now more than ever,” said Adam Walton, COO of CallMiner. “Making matters more difficult, many contact centers are suddenly thrust into a work-from-home customer engagement environment for the first time. Recognizing the urgent need, CallMiner has united with our customers to collaborate, share and learn.”

CallMiner’s new Coronavirus Customer Think Tank, launched in March, provides contact center and speech analytics leaders a peer community for sharing operational and service-related best practices and asking questions. The Think Tank offers free, downloadable customer contributed and CallMiner-built speech analytics categories designed to uncover what matters most for callers and agents during the COVID-19 pandemic, which helps organizations respond more efficiently, sensitively and effectively. Specifically, the categories uncover intelligence that enables organizations to:

• Understand the impact of COVID-19 on their customer base. New, contextual analytics categories enable organizations to identify how the coronavirus is impacting customers through ‘Voice of the Customer’ and ‘Voice of the Agent’ insights.

• Prioritize business changes and customer response. The intelligence helps executives uncover and weigh the issues affecting their customers, as well as prioritize actions and response through data-driven evidence.
• Coach agents to respond effectively, accurately and sensitively. Customer calls are growing increasingly complex and urgent. Contact center leaders can analyze how their team is responding and equip agents to improve outcomes and service.
• Improve remote performance. New remote-working categories equip contact center leaders to maintain and improve team performance.

“Needless to say, world events have had a significant impact on both healthcare providers and their patients,” said Pete Hamlin, Senior Director of Business Intelligence, Avadyne Health.  “Our team at Avadyne has been committed throughout the pandemic to meet the immediate needs of both and have found the peer-to-peer advice and insights in CallMiner’s Think Tank very valuable in helping us navigate some of the changes needed to do just that.”

“At Revenue Assistance, we are very concerned with the well-being of our customers and are focusing our efforts on assisting them with the coronavirus crisis,” said Tommy Moos, Collection Manager, Revenue Assistance Corporation. “CallMiner’s Customer Think Tank community has been invaluable for exchanging speech analytics ideas, technical resources and operational best practices. The community enables us to better understand and anticipate how we can help our customers and agents.”

“We are committed to delivering the highest level of support and assistance to our customers at a time when their needs and circumstances are quickly changing,” said Kyle Carter, Vice President of Delivery and Founder at Zenylitics. “Our team has been so grateful for the content, insights and advice provided by CallMiner and the community of our peers within the Coronavirus Think Tank. It’s been a tremendous help during these unprecedented times.”

CallMiner’s community is open to both customers and non-customers. In addition, CallMiner is offering complimentary Coronavirus Business Impact Assessments for inbound calls into contact centers.

About CallMiner

CallMiner is recognized as a leader in the speech analytics software industry, transforming your customer interactions with conversational insight to drive positive experiences and profound business change. Uniting with our customers and partners, our platform surfaces intelligence captured across your multiple communication channels and compels action that leads to improvement within and beyond the contact center for customer experience, employee performance, compliance, security, fraud and interaction automation.

GE Healthcare introduced a new software solution to support clinicians and health systems in the treatment of COVID-19 patients. The company is bringing its Mural Virtual Care Solution, which is designed to give hospitals a broad view across their ventilated patient population and help identify patients at risk of deterioration, to the highly secure and trusted Microsoft Azure cloud platform. This is the latest step in the ongoing collaboration between GE Healthcare and Microsoft.

As more patients enter health systems for COVID-19 treatment, hospitals face increased demands on clinical resources. The Mural Virtual Care Solution 1,2 helps ease this pressure by enabling clinical surveillance of intensive care unit (ICU) patients – including those on mechanical ventilation – in a central place, giving a comprehensive view of each patient’s data across the hospital network.

As both large and small hospitals treat the growing number of COVID-19 patients, the strain on healthcare providers and systems will be unprecedented,” said GE Healthcare President and CEO Kieran Murphy. Not only is GE Healthcare providing critically important medical devices to address this global challenge, but we are also rapidly scaling technologies to aid clinicians in delivering safe, effective and efficient care. We are excited to have a partner like Microsoft to help us arm clinicians with the software tools they need.”

A Mural installation across a 100-bed multi-site ICU network is monitored by three senior nurses and two intensivists around the clock. With a potential shortage of intensivists and bedside caregivers, Mural supports these teams by enabling additional oversight of patients across the hospital network. Bringing together near real-time data3 from ventilators, patient monitoring systems, electronic medical records, labs and other systems, Mural allows one clinician to monitor several patients at once, supplementing existing monitoring devices in patients’ rooms. Remote surveillance may also reduce clinicians’ exposure to COVID-19, while maintaining a broad view of patients across the hospital.

“Now more than ever we need to manage a greater number of ventilated patients with limited resources. Mural Virtual Care on Microsoft Azure allows for remote management and surveillance of ventilated patients at scale,” said Microsoft Global Chief Medical Officer Dr. David Rhew.

In addition to real-time remote management, Mural also enables health systems to activate care protocols relevant to treating COVID-19 patients and help caregivers ensure those protocols are being followed. Customized with hospitals to provide data and calculations based on their care protocols, Mural can also help identify patients needing intervention. This includes ventilation and lung injury management for patients on extended mechanical ventilation support. The technology can be used by hospitals or health systems of any size, and Oregon Health & Science University (OHSU), for example, has deployed the solution.

“Facing the daunting outlook of a COVID-19 surge, it is imperative that I and my fellow healthcare workers use virtual ICU technology to safely monitor and care for our sickest patients while preserving PPE,” said Matthias Merkel, M.D., Ph.D., OHSU’s Chief Medical Capacity Officer, Vice Chair of Critical Care Medicine, and Professor of Anesthesiology and Perioperative Medicine. “Remaining closely connected and supported through technology enables us to progress our patients’ care across a geographic distance that we would otherwise be unable to manage.”

About GE Healthcare

GE Healthcare is the $16.7 billion healthcare business of. As a leading global medical technology and digital solutions innovator, GE Healthcare enables clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by its Edison intelligence platform. With over 100 years of healthcare industry experience and around 50,000 employees globally, the company operates at the center of an ecosystem working toward precision health, digitizing healthcare, helping drive productivity and improve outcomes for patients, providers, health systems and researchers around the world.

Neustar, Inc., a global information services and technology company and leader in identity resolution, is offering its Caller Name Optimization (CNO) Emergency Call Registry solution, free of charge, to hospitals, health care providers, state and local health officials, and other government officials to ensure emergency COVID-19 calls reach the public and are not blocked or mislabeled as spam. Emergency service providers that rely on the phone channel to deliver vital health and safety information related to COVID-19 can reach out to Neustar at EmergencyServices@team.neustar to confirm qualification and proceed with service implementation.

Health care providers as well as local, state and federal government sectors are reaching out to the public with phone calls to communicate critical COVID-19 information, but the calls are often being incorrectly tagged as spam, resulting in ignored calls and missed information. As a public service, Neustar is offering its CNO Emergency Call Registry solution, which vets the emergency service provider, confirms its phone number ownership across all major carriers, manages how the entity’s name appears on recipient device screens, and registers the entity’s number to mitigate incorrect call blocking and mislabeling. This public service application leverages Neustar’s commercial CNO caller name registration clearinghouse service — currently deployed for many of the largest enterprises across finance, health care, insurance and retail industries — as a centralized platform to register with leading mobile apps and more than 800 mobile, cable, VoIP and landline carriers.

“These are extraordinary circumstances, and we need to ensure our essential organizations can communicate effectively throughout this crisis,” said James Garvert, senior vice president and general manager of Caller Identification Solutions at Neustar. “One way Neustar can help is to ensure critical health calls are getting through. Our aim is to swiftly correct the inadvertent spam mislabeling and call blocking that is catching legitimate emergency and COVID-19 related calls in the same net as scammers and spoofed robocallers, and to do so for any organization that needs it, at no expense.”

To date, Neustar has implemented the free CNO Emergency Call Registry service across major mobile carriers for the Township of Millburn New Jersey and has worked with leading emergency communications platforms to complete several emergency service provider registrations across Alabama, Arizona, Kansas and Pennsylvania. For the affected organizations, Neustar remedied the call mislabeling within 24 hours of service implementation.

 CNO is widely used and readily available to all enterprises, but this no-charge CNO Emergency Call Registry offering is expressly for emergency service providers for the sole purpose of making COVID-19 emergency calls.

To qualify, organizations must meet both criteria outlined by the FCC in Section 7 of its COVID-19 TCPA Declaratory Ruling. “First, the caller must be from a hospital, or be a health care provider, state or local health official, or other government official as well as a person under the express direction of such an organization and acting on its behalf. Second, the content of the call must be solely informational, made necessary because of the COVID-19 outbreak, and directly related to the imminent health or safety risk arising out of the COVID-19 outbreak.”

About Neustar

Neustar is an information services and technology company and a leader in identity resolution providing the data and technology that enables trusted connections between companies and people at the moments that matter most. Neustar offers industry-leading solutions in Marketing, Risk, Communications, Security and Registry that responsibly connect data on people, devices and locations, continuously corroborated through billions of transactions. Neustar serves more than 8,000 clients worldwide, including 60 of the Fortune 100.

Viventium, a SaaS-based human capital management solution, and DailyPay, a pay experience fintech solution with a comprehensive platform of offerings, including instant access to earned income, announced a critical strategic partnership. Viventium clients can now offer the full suite of DailyPay products to their employees at no additional cost to their organization and with no changes to their existing payroll setup.

This collaboration between the Viventium and DailyPay teams resulted in an integration that enables the two platforms to share data seamlessly, calculate a real-time available balance for employees that enroll in the program, and facilitate the instant transfer of funds when requested by an employee. Viventium clients will save time and effort when offering their employees this best-in-class benefit through an industry leader in compliance. Most importantly, in emergency situations such as the Coronavirus (COVID-19) pandemic, employees will have access to their pay even before payday.

“In an effort to support our clients’ employees, and in particular those in the healthcare industry, we are proud to offer a greater degree of financial flexibility during this tumultuous time,” said Dan Neuburger, Viventium CEO. “Viventium’s partnership with DailyPay underscores our commitment to provide innovative HR technology solutions that enhance the employee experience for our clients. In light of the current pandemic, it is critical that we do everything we can to enable employees to access their pay as soon as they earn it. This program is especially beneficial for businesses in the healthcare space as they work to recruit and retain top staff, offer financial stability to their employees, and maintain compliance.”

With DailyPay, employees can transfer or save their earned and unpaid income to any bank account or pay card, prior to their next payday. Employees can also track their accumulated earnings during each pay period using the available balance feature. In this way, DailyPay provides employees with a safeguard against unexpected expenses and an incentive to work scheduled or even additional shifts to increase their available earned balance. And, during the Coronavirus (COVID-19) pandemic, DailyPay has waived fees for next-day access.

Rockaway Home Care was one of the first businesses to utilize the Viventium-DailyPay integration. The company, based in the New York City metropolitan area, was looking to improve employee retention and recruiting. “As a result of offering this benefit to our dedicated staff of home care professionals, we hope to alleviate any financial stress that they may experience so that they can continue to provide top-quality care to our patients, whom we consider family,” Pinny Faska, COO of Rockaway Home Care, said. “Allowing our staff to have this novel pay experience helps them to pay bills on time, and it also helps them to anticipate any emergencies that could arise.”

“DailyPay works with a rapidly increasing number of businesses in the healthcare industry, and we’ve seen firsthand how challenging employee retention can be especially during this crisis,” said Jason Lee, CEO of DailyPay. “With healthcare workers being at the forefront of the pandemic, it is more important than ever that they have financial flexibility. Through this partnership with Viventium, we bring our solution to even more businesses like Rockaway Home Care and continue to improve stability in the American workforce.”

About Viventium

Viventium Software Inc. is a SaaS-based human capital management solution that provides a remarkable user experience and award-winning software. Viventium provides flexible software and expert guidance so clients can be sure their payroll is done right.

Viventium offers specialized solutions in the health services markets which include home care agencies and skilled nursing facilities. Viventium Software supports all 50 of the United States with payroll and HR solutions.

About DailyPay

DailyPay is the leading fintech provider of earned income software. We easily integrate with large companies’ payroll and time management systems to give employees control over their pay. OnCon named DailyPay a “Top 25 HR Technology Vendor of 2020.” The DailyPay PayEx™ platform demonstrates why by creating simple, powerful ways for employers to effortlessly provide a flexible, frictionless and compliant pay experience. PayEx strengthens the employee-employer bond as the most significant component of the employee experience, leading to increased employee engagement and retention, at no cost to the employer.

DailyPay proudly supports over two million employees at world-class companies across many industries, including Adecco, Berkshire Hathaway and Six Flags. DailyPay is headquartered in New York City with operations located in Minneapolis.

inTechnology Distribution, Australia’s leading Value Added Distributor announced that Caretaker Medical, the global leader in Remote Wireless Patient Monitoring, is the technology behind Australia’s first ‘virtual hospital’, and will be used to monitor COVID-19 patients in their homes, to help reduce the surge capacity on the Australian healthcare system.

Australia’s’ first virtual hospital program has been the brainchild of Professor Rod McClure, Dean of Medicine at the University of New England, and public health expert. Professor McClure spent several years as a director at the US Centre for Disease Control and Prevention and has worked with similar virtual hospitals in America.

“With the increasing pressure on hospital emergency and ICU departments and their front-line staff, we neededa way to address this and we needed to take action now”.“This has become an issue which has become global overnight, we need to access services when patients are in isolation,” he said. “The systems that support virtual access to services are not there, however the technology is and now we are deploying it.” Professor McClure said,

“The Caretaker devices will be used to monitor patients in their homes who have moderate symptoms of the virus, and will continuously track their vital signs, including heart rate, temperature, oxygen saturation, beat-by-beat blood pressure and breathing”, Professor McClure, said. “A team of doctors, supported by artificial intelligence technology, will continuouslymonitor their status, and if their conditions worsen, we will bring them into the hospital for emergency care”, he concluded.

“With Caretaker’s ability to monitor patients remotely, and the forward thinking from Professor McClure to help Australia with this global pandemic, we will not only be able to reduce surge capacity, we will also help to protect clinicians and medical staff by allowing them to remain safely distanced from COVID-19 patients, while continuously observing vital signs’ said Jeff Pompeo President and CEO of Caretaker Medical.

“Beat by Beat Blood Pressure, Respiration Rate and other vitals are early indications of patient deterioration, and the Caretaker device triggers early intervention that save lives”. “Caretaker brings “ICU Quality” patient data to all points of care viewable from anywhere in the world without restricting patient mobility”, Jeff concluded.

“It’s a great privilege to be representing a vendor that not only provides world class technology, they are also at the forefront of the battle against this horrible disease that has affected so many across the world”, said Mark Winter, Chief Executive Officer at inTechnology Distribution.

Professor McClure had been refining his idea for years as a way of providing better healthcare to regional areas. But the sudden need to care for potentially thousands of coronavirus patients – overwhelming hospitals across the nation – has led him to roll the project out now with full support of the University of New England.

More Virtual hospitals are expected to be rolled out across Australia, as Australia’s healthcare system braces for an enormous surge of coronavirus patients, potentially overwhelming hospital capacity. It is clear that there is an urgent need to find safe ways to keep non critically ill patients out of hospital and in the comfort of their own home.

About Caretaker Medical

Caretaker Medical® based in Charlottesville, Virginia, was founded in March 2014 to commercialize wireless patient monitoring devices built around its Patented Pulse Decomposition Analysis technology.

The company has developed the Caretaker wearable wireless vital signs monitoring system that sets a new standard in portability, simplicity, and medical-grade patient monitoring. Using a small, comfortable finger cuff, Caretaker accurately measures continuous non-invasive beat-by-beat Blood Pressure (“CNIBP”), ECG-Accurate Heart Rate, and Respiration Rate, as well as Blood Volume (for hemorrhage detection), Arterial Stiffness, and other hemodynamic parameters.

Clinical trials have validated that Caretaker measurements are equivalent to other CNIBP patient monitors and heart rate methods. The company anticipates that its innovative approach to vital sign monitoring will be widely accepted in the medical community while disrupting existing patient monitoring solutions.