Improve Service
Quality and Productivity
We provide sourcing expertise for your technology needs
Still Using Old Tech? It's Time to Upgrade
Through strategic partnerships, Wellness Support Alliance offers 911 operations centers sourcing expertise for modern contact center technologies tailored to their unique needs. Our partner portfolio includes over 150 suppliers across 50 categories.
These technologies include quality assurance automation, speech analytics, AI virtual agents, business intelligence analytics, workforce management, learning management systems and more. The technology sourcing services we provide are at no cost to you, we are compensated by the suppliers.
These technologies include quality assurance automation, speech analytics, AI virtual agents, business intelligence analytics, workforce management, learning management systems and more. The technology sourcing services we provide are at no cost to you, we are compensated by the suppliers.
Next Generation and AI-Powered Solutions for 911 Centers
Quality Assurance Automation
Using advanced AI and speech analytics, 100% of your voice calls and interactions from other channels can be analyzed to surface critical trends and patterns. Decode conversations with a high-accuracy transcription engine, enabling you to detect sentiment, topics, moments, themes, and custom phrases across all customer channels and agent interactions in multiple languages.
AI Virtual Agents
Use real-time AI generative and conversational powered platforms to engage and assist callers in multiple languages or manage interactions in other support channels. Stable, secure, and scalable voice assistance can authenticate calls, answer questions, assist in completing tasks, and route calls to human agents.
Workforce Management
Forecast call volumes and other interactions, automatically generate operator schedules, and gain the ability to monitor in real-time giving insight to agents, supervisors, and management.
Business Intelligence Reports and Analytics
Ingest data from multiple siloed systems, measure and improve your agent and customer experience. Get a full 360-degree view of all customer touch-points and put insights into action in a secured AI-powered platform.
- Real-time Monitoring
- Historical Call Journey
- Powerful Connectors for Integration
Learning Management Systems
Improve workforce development through immersive learning, simulation based training, real-life practice and AI-powered coaching. Reduce training costs from 30-50%, while driving 2X faster ramp-up times and achieving ROI in the process.
New Technology and Lower Costs
Our contact center technology sourcing service brings several advantages to 911 operations centers. Firstly, it provides access to vendor-neutral sourcing, ensuring that solutions are selected based solely on the client's requirements rather than vendor preferences. Additionally, the partnership promises a significant reduction in sourcing time, streamlining the process of finding and implementing new technologies. Moreover, by providing pre-screened vendors quickly, the partnership offers a frictionless sourcing experience, minimizing disruptions and delays.
Benefits:
Operational Efficiency: By implementing modern contact center technologies, 911 operations centers can streamline their operations, improving efficiency and reducing response times. Quality assurance automation and workforce management systems optimize resource allocation and performance monitoring, ensuring that resources are utilized effectively.
Improved Service Quality: The adoption of speech analytics and AI virtual agents enables 911 operations centers to enhance their service quality by providing more accurate and timely responses to emergency calls. These technologies can identify patterns in caller speech and automatically route calls to the appropriate resources, improving overall responsiveness and effectiveness.
Enhanced Data Analytics: Business intelligence analytics empower 911 operations centers to gain deeper insights into call volumes, response times, and operational performance. By leveraging data-driven insights, centers can make informed decisions to optimize their processes and allocate resources more efficiently.
Reduced Total Cost of Ownership: Implementing the latest cloud-based contact center technology not only provides advanced features, capabilities, and compliance but it can save you 30-50% compared to the cost of legacy systems. By leveraging our sourcing management services at no cost to you and selecting cost-effective solutions, the partnership enables centers to reduce their total cost of ownership while still enjoying the advantages of modern contact center technologies.