India’s Premier AIDS Control Organisation: Developing and maintaining a 24X7 nationwide AIDS Helpline and call centre with agents deployed in multiple cities including all technology infrastructure procurement, integration and management

Summary/Objectives –

India’s premier AIDS Control Organization wanted to study the viability and effectiveness of running a nation wide toll-free helpline for a hard to reach communities of Citizens impacted by AIDS and related health issues. The Goal was to launch a multi channel information outreach system for a period of 12 months and collect impact data.

Our Role

• Understood client’s multi-channel support plan including interactive voice response, interactive SMS response and Live Calls with specialized Agents
• Designed the system keeping data privacy of callers in mind since sexuality is a sensitive matter and demands high confidentiality. Agents that served callers and other users of the system were unable to see contact records etc.
• Deployed the system on a high availability cloud and rigorously tested the system for 24X7X365 operation
• Procured and deployed all required hardware and infrastructure at each Agent Location across the country including dial pads, computer systems, hands-free headsets, local internet connections.
• Collected, collated and presented data to decision makers such as call summaries, subject matter frequency, Agent performance, system performance, Change Requests, Caller Recommendations

Value to the Client:

• Created a solution leveraging several technology partners, uniquely and cost effectively in limited budget of money and time
• The Deployed System boasted one of the largest interactive voice response and the largest interactive and SMS response library in the country
• The System experienced no downtime in its entire lifecycle