Help for senior citizens on all channels: Singapore relies on novomind software for national ACES HelpLife Hotline
The project was initiated by the ACES Care charity organization and Octopus8, novomind’s partner in Singapore. The hotline is designed to address the growing proportion of elderly people in the wake of demographic change. The support is primarily targeted at single, widowed and childless senior citizens. It is intended to provide straightforward assistance and protection against loneliness and social isolation. The project enjoys a high level of attention, which is not least reflected in the fact that the kick-off event was attended by Singapore’s Prime Minister Lee Hsien Loong.
Anyone who feels unwell, needs help with household chores or shopping, has trouble operating a technical device, is lonely or has another concern can reach trained volunteers on the Senior Help Hotline five days a week from 9 a.m. to 5 p.m. for support, advice or an empathetic conversation. The novomind iAGENT customer service software ensures automatic call management from the novomind private cloud and is hosted in regional data centers. The system provides efficient call distribution, voice recording and many other practical features. It is very user-friendly, easy to operate and provides a clearly structured overview of all inquiries on all channels at a single glance. novomind iAGENT reduces the workload and documentation effort for the volunteers, leaving them more time for listening and consulting. This benefits the seniors that call the hotline for help.
For the ACES HelpLife Care Hotline, novomind has customized the tried-and-tested novomind iAGENT contact center software to the special requirements of the project. novomind’s omni-channel customer service and digital commerce software solutions are used successfully by many companies and institutions worldwide, especially in the enterprise segment. Since 2021, novomind APAC, a Singapore-based wholly owned subsidiary of novomind AG, has served as a regional port of call for customers from the Asia-Pacific region.
“With our software products and services, we always want to be close to our customers to find the best possible solution in a close exchange,” says Stefan Grieben, CEO of novomind. “We are particularly happy about novomind iAGENT being used by the ACES HelpLife Hotline. I am sure that this charitable and forward-looking project will serve as a role model beyond Singapore’s borders.”
About Octopus8
Octopus8 is a registered social enterprise based in Singapore. We focus on helping organisations in South East Asia Go Digital. Our team is passionate about the work we do and helping the wonderful communities where we live. We have extensive experience assisting different organisations implement data management solutions as well as automate organisational workflows that improve their productivity and reduce their overall costs. www.octopus8.com
novomind AG develops tailored software solutions for digital commerce and customer service across the world. The highest level of dedication, maximum customer focus and close collaboration across all levels are at the centre of its product development and implementation. With their many years of experience, novomind experts understand the challenges faced by their customers in their industries and markets down to the last detail. This is how novomind’s solutions always offer precisely the right fit.
An owner-managed company, novomind is one of the market-leading providers of software and services from a single source – particularly for companies in the enterprise segment. Its portfolio for modern omnichannel commerce and customer service includes the standardized yet flexible-to-use software products novomind iSHOP, novomind iPIM, novomind iMARKET and novomind iAGENT. Through these, novomind combines inventive creativity with extensive experience in the targeted use of AI. In addition, novomind customers benefit from all the advantages of its international partner network.
Since 2000, corporations, medium-sized companies and institutions have been relying on intelligent solutions from novomind. A team of over 500 people in the novomind Group (novomind AG: 450) currently serves around 250 customers, including C&A, CTS Eventim, EnBW, FALKE, Deutsche Post, Görtz, Hawesko, Müller Drogerie, hagebau, OTTO, Sixt and Volkswagen AG.
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