To support the efforts around the containment of the COVID-19 virus, Avaya and its partner Shanghai Zhiang have donated a number of remote visiting systems to Tongxiang Hospital at the Tongxiang Branch of Zhejiang Province People’s Hospital.
These systems enable patients and family members to communicate in and out of quarantine areas through video collaboration, greatly improving patients’ quality of life while in quarantine, and avoiding cross-infection during an epidemic. The solution also reduces the consumption of medical protective materials at a time of great need.
The solution enables patients in the ward and families outside the isolation zone to engage in two-way audio and video calls through a customised video conferencing application. Family members can communicate with patients through video visits, alleviates the psychological pressure felt by patients being treated for the COVID-19 illness, enabling a “human touch” while at the same time preventing contamination of family members. The solution also enables more frequent communication between healthcare staff and patients and reduces the risk to healthcare staff of contracting the virus.
Ahead of the deployment, Avaya sent two teams of engineers to the hospital for commissioning and training. It soon transpired that a key requirement of the ICU ward was stability, meaning that an on-premise solution was required. As a result, Avaya engineers re-developed the hospital’s network so that it could accommodate the ICU ward’s medical applications as well as the new remote visitation application. The solution enables point-to-point high-definition audio and video communication between the isolation ward and the visiting area through a local area network. The equipment was then deployed and is now being operated on the front line of epidemic prevention, control and treatment.
Following the outbreak of COVID-19, industry sectors across society responded positively, making donations, and bringing solutions to the front line of the fight against the epidemic. For Avaya’s part, an assistance team was immediately established at the time, responsible for outreach to determine where the company can help in any direction.
Jointly with its partners, Avaya has now donated remote visitation solutions to a Wuhan Vulcan Mountain Hospital, Wuhan Lei Shenshan Hospital, and Zhejiang Provincial People ’s Hospital. The solution system and its equipment strictly abide by all safety and security requirements.
On January 24, aware of the increasing severity of the epidemic situation, Avaya decides to support Wuhan. The company’s representatives urgently organise, deploy and team up with partners to donate audio and video systems and remote visiting equipment to Huoshenshan Hospital and Leishenshan Hospital in Wuhan, completing development to delivery within 48 hours.
The COVID-19 outbreak begins to pose huge challenges for customer service agents. As a result, Avaya begins providing customers with home agent solutions, which not only effectively avoid cross-infection, protecting the health of employees, but also guarantee the daily operation of customers’ contact centres, ensuring users are able to continue enjoying a positive service experience.
During the Spring Festival holiday, medical staff in Beijing Huimin Hospital, the only NCP specialist hospital in Xicheng District, were still fighting on the frontline against the epidemic. After communicating with the hospital, Avaya immediately organises resources and donates the latest remote consultation video systems for isolation wards to the hospital.
RRS Lexis, a customer service centre of Haier Group, fully applies Avaya’s home agent solutions and migrates its traditional customer service system to homes and mobile terminals with the latest technology. Now, the customer service personnel are empowered to perform most of their daily tasks in a family-oriented environment, not only helping protect the health of employees during the outbreak, but also creating an efficient way for communicating between the enterprise and the customers.
Zhejiang medical teams hurry to Wuhan, contributing hugely to national anti-epidemic work. Learning about the situation, Avaya, together with partners such as Zhiang and Tengyue, donate Avaya XTE 240 remote consultation video systems to the Zhejiang People’s Hospital, to help support their work.
Wuhan Huoshenshan Hospital, the first NCP specialist hospital in Wuhan, officially begins to admit patients. In order to assist in the prevention and treatment of the epidemic, Avaya donates audio devices in remote diagnosis video systems, partnering with Xiaomi Group to create a customised remote visiting video system. Avaya also cooperates with partners such as Digital China, Zhiang, Rongda and Huixun to provide technical support for debugging and system installation. Before long, the audio and video equipment, supported technically by Avaya, has been accepted and put into use officially.
Avaya again cooperates with Xiaomi Group, Changhong Jiahua, Rongda, Huixun and Zhiang to donate customised remote visiting video systems to the upcoming Leishenshan Hospital, and also provides technical support services such as field deployment, installation, debugging, training and follow-up operation and maintenance.
Avaya continues to provide customers with 24-7 uninterrupted customer support to ensure the effective operation of customer contact centres during the epidemic.