iceAlert was used to deliver test results to every person in the province who got a COVID-19 test and opted to receive results by SMS. The provincial health system quickly scaled up their usage, taking full advantage of iceAlert’s scalability and ease of use to quadruple monthly output with no downtime. The organization decided to use iceAlert to deliver notifications of test results to patients by SMS. With the advent of widespread COVID-19 testing across the province, hundreds of thousands of patients needed ways to receive their test results. From these challenges arose new use cases for iceAlert. When the COVID-19 pandemic began, the provincial health system and the rest of the healthcare industry faced new challenges. Automated Notifications for COVID -19 Test Results - A centralized provincial health system had been using ComputerTalk’s automated notification tool, iceAlert, with great success for years, for purposes such as appointment reminders and public health campaigns.As a result, the contact center continued to run smoothly and facilitate vaccine appointments across the region. Within the first two days, the institution increased the number of phone lines to accommodate a high volume of callers. Prior to the Contact Center going live, business leaders with no prior developer knowledge were able to take advantage of the user-friendly iceAdministrator tool to modify their workflows to suit their needs. The solution included a simple call flow with a callback option to ensure every caller could reach the contact center. After a quick consultation, their ice Contact Center application was built and deployed in the cloud in just under 4 business days. Their needs consisted of a quick deployment and to ensure the solution could handle a high volume of callers without rejecting any from the system (giving callers a busy signal). A government institution needed to quickly implement a contact center to facilitate vaccination appointments across the region.
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