Since 1999, the company has developed its business model in 13 countries with a workforce of 150,000 employees. Ītento is one of the five largest global providers for client relationship management and business process outsourcing services nearshoring for companies that carry out their activities in the United States. DMI has grown to 2,500+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for more than a hundred Fortune 1,000 enterprises and all fifteen U.S. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. For more information about Maryland’s COVID-19 resources and vaccination scheduling, visit or call 1-855-MDGOVAX ( 1-85 ).ĭMI is a global technology solutions company that specializes in digital strategy, design, transformation and support. The call center is open seven days a week from 7 a.m. “The program’s success was made possible by an extraordinary team attitude from all partners.”ĭMI also developed robust dashboards that allow the state of Maryland to monitor real-time analytics such as number of calls answered, average hold time and number of outbound calls. “The success of the contact center solution was a team effort across all partners,” says Wesley O’Brien, Atento’s Commercial Vice President. The support center solution has the capabilities to handle more than 70,000 calls per day. Since March, the vaccination support center has served 1.4 million Maryland residents. It also conducts proactive outreach to provide equitable vaccine distribution and set appointment schedules to all residents in the state. The supportcenter solution enables government institutions to easily manage the increased incoming call volume associated with the current pandemic environment. “With our partners, we’re also conducting multiple outbound campaigns to prioritize delivering educational information and equitable access to schedule their vaccine appointments.” “The hybrid of digital and human offerings allows residents to get their questions answered in a more efficient manner while opening up phone lines and live agents for those needing more assistance,” said Oreb.
The logistical challenges presented through the high transmission of the pandemic and social distancing norms meant that public administrations needed to find workable solutions to protect all people, especially the most vulnerable, while trying to work as quickly as possible to avoid slowing down the roll-out efforts.
“In a matter of days, we were able to develop an overall plan and solution for the infrastructure and bring in Atento and NTT as reputable partners to assist with implementation.” “Our priority was establishing a statewide support center and hotline that would be easy to use and efficient in handling massive volume of calls and inquiries ,” said DMI President, Managed Mobility Services, DJ Oreb. Users of the new service are first triaged for vaccination eligibility and then given options to self-schedule request a phone call back request an text back or send questions via an auto bot or live representative. The new COVID-19 vaccination support center utilizes digital solutions and human resources to meet citizens’ needs and preferences. DMI partnered with two industry leaders for executing communication with residents-Atento, one of the world’s top five providers of customer relationship management and business process outsourcing, and NTT Data, a global digital business and IT service provider. – April 13, 2021 – DMI, a global digital transformation company, played a vital role in building the infrastructure for state of Maryland COVID-19 vaccination support center, which allows citizens to preregister for the state’s mass vaccination sites, schedule their vaccine appointments, modify their existing appointment and communicate with a support center agent with any COVID-19 related questions.
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