COVID-19 Hotline

Equitable Vaccination Distribution & Scheduling.

Challenge

Scheduling COVID-19 vaccines requires innovative and bold collective actions from government to reach out vulnerable people.

Challenge

Scheduling COVID-19 vaccines requires innovative and bold collective actions from government to reach out vulnerable people.

Strategy

Atento created one solution to address this challenge: Equitable Vaccination Distribution & Scheduling, supported by Atento@home.
The State of Maryland was able to easily handle the increased incoming calls volume while also reaching out residents to help them out with scheduling appointments.
Technology empowered this solution by leveraging on messaging integration, real-time analytics, and digital agents combined with call center agents. And most important: following the HIPAA guidelines.
This service is enabled by Atento@home, a secure, cloud-native solution that facilitates access to specialized talent to work safely from home.

Strategy

Atento created one solution to address this challenge: Equitable Vaccination Distribution & Scheduling, supported by Atento@home.
The State of Maryland was able to easily handle the increased incoming calls volume while also reaching out residents to help them out with scheduling appointments.
Technology empowered this solution by leveraging on messaging integration, real-time analytics, and digital agents combined with call center agents. And most important: following the HIPAA guidelines.
This service is enabled by Atento@home, a secure, cloud-native solution that facilitates access to specialized talent to work safely from home.

Results

1.5M residents served on a monthly basis
60% interactions handled on digital channels, freeing calls for those who needed human interaction.
99% calls answered
94% CSAT Rating

Results

1.5M residents served on a monthly basis
60% interactions handled on digital channels, freeing calls for those who needed human interaction.
99% calls answered
94% CSAT Rating

Car Financing

Positioning Customer Care Touchpoints

Driving Digital Transformation for a Mobile Taxi App Company

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Cookie	Duration	Description	Provider
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_GRECAPTCHA	5 months 27 days	This cookie is set by Google. In addition to certain standard Google cookies, reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis.	Google
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AtentoCom443Affinity	session	Description is currently not available.
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cookielawinfo-checbox-analytics	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytical Cookies".	Atento
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lidc	1 day	LinkedIn sets the lidc cookie to facilitate data center selection.
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Enable anonymous user identification and, with it, an approximate count of the number of visitors.
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Determine whether the accessing user is new or a repeat visitor.

Cookie	Duration	Description	Provider
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_gat_UA-160271668-1	1 minute	This is used to distinguish users and to limit the percentage of requests.	Google
_gid	1 day	Cookie used by Google Analytics to store and update a unique value for each page visited.	Google
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_hjid	1 year	This cookie is associated with HotJar web analytics services and functions, which uniquely identifies a visitor during a specific browsing session, and indicates that it is part of a sample of visitors.	HotJar
_hjIncludedInPageviewSample	2 minutes	Cookies associated with HotJar web analytics services and functions, which uniquely identify a visitor during a specific browsing session and indicate that it is part of a sample of visitors.	HotJar
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AnalyticsSyncHistory	1 month	Linkedin set this cookie to store information about the time a sync took place with the lms_analytics cookie.
CLID	1 year	Microsoft Clarity set this cookie to store information about how visitors interact with the website. The cookie helps to provide an analysis report. The data collection includes the number of visitors, where they visit the website, and the pages visited.
dmvk	session	This cookie is set by the provider Dailymotion. This cookie is used for collecting statistical data of the visitor behaviour on the website. It is used for internal analytics.	Dailymotion
MR	7 days	This cookie, set by Bing, is used to collect user information for analytics purposes.
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SM	session	Microsoft Clarity cookie set this cookie for synchronizing the MUID across Microsoft domains.
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Cookie	Duration	Description	Provider
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_gcl_au	3 months	This is used to monitor how many times the people who click ads end up taking an action on the site. Google does not use them for customized ad orientation and it persists for just a limited time.	Google
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bcookie	1 year	LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser IDs.
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CONSENT	16 years 6 months 6 days 6 hours 9 minutes	Cookie that collects information on how the end user uses the website and any advertising that the end user of the website has seen.	Google
fr	3 months	The cookie is set by Facebook to show relevant advertisments to the users and measure and improve the advertisements. The cookie also tracks the behavior of the user across the web on sites that have Facebook pixel or Facebook social plugin.	Facebook
IDE	1 year 24 days	Used to improve the advertising based on the content that is relevant for a user, improve the campaign performance reports and avoid showing ads to the user that they have already seen.	Google
li_sugr	3 months	LinkedIn sets this cookie to collect user behaviour data to optimise the website and make advertisements on the website more relevant.
MUID	1 year 24 days	Bing sets this cookie to recognise unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations.
sid	past	Measures the performance of the ads and provides recommendations – Google	Google
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VISITOR_INFO1_LIVE	5 months 27 days	Attempts to calculate the user’s bandwidth on pages with embedded YouTube videos.	Google
YSC	session	Records a unique identification to maintain statistics on which YouTube videos were seen by the user.	Google
yt-remote-connected-devices	never	Stores the user’s video player preferences using embedded YouTube video	Google
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yt.innertube::requests	never	YouTube sets this cookie to register a unique ID to store data on what videos from YouTube the user has seen.

COVID-19 Hotline

Challenge

Challenge

Strategy

Strategy

Results

Results

Cases

Car Financing

Positioning Customer Care Touchpoints

Driving Digital Transformation for a Mobile Taxi App Company