Case Study: a leading government agency simplifies vaccine scheduling with Humach

Live Agent Support to Simplify Vaccine Scheduling

A leading government agency in North America faced the urgent challenge of creating a vaccine scheduling system for its citizens amidst the COVID-19 pandemic. Their existing infrastructure was unable to handle the overwhelming demand and complex, evolving eligibility requirements, creating confusion and long lines. Needing an agile omnichannel contact center and live agent support solution to be deployed in a single weekend, the agency turned to the vendor Humach for its customer experience solutions.

Humach implemented its remote, cloud-based contact center platform, Humach-at-Home, to rapidly deploy 500 remote agents in under 72 hours. The solution provided a more adaptive IVR and real-time reporting, which improved SLAs by 22%. This allowed the agency to make on-the-fly changes to meet citizen needs, schedule more vaccinations efficiently, and provide officials with clear insights into their progress toward vaccination goals.