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Press Release

May 28, 2019

Round-the-clock medical assistance enabled by OMNI

SUBANG JAYA, 28 MAY 2019 – Digi Telecommunications Sdn Bhd (Digi) is helping businesses in various industries achieve better profitability at their own convenience with Omni Hotline, an all-in-one solution for business phone needs. 

Backed by Digi’s high quality 4G LTE network, Omni Hotline allows business owners to make, receive and manage calls with a virtual receptionist through a landline number without the need for office desk phones. The service, which was introduced in 2018, has benefitted several companies in the healthcare industry, where real time response is important. 

Digi’s Chief Digital Officer, Praveen Rajan says: “With OMNI, business owners can control their own call systems in the palm of their hands. They no longer need to worry about missing out on a business opportunity or customer query with the many features designed to manage their business and grow their companies.”

Increase in value for existing services

MEDKAD, an innovative medical benefits automation system was one of the early adopters of OMNI, having used the service since since April 2018. Prior to using OMNI, MEDKAD could not rely on the call forwarding service as their customers could only be rerouted to a single number. 

After launching their very own OMNI Call Centre in May 2018, they were able to make use of the multiple extension and virtual receptionist capabilities of the service to improve their customer’s impression on their professionalism and credibility. 

MEDKAD Sdn Bhd Co-Founder, Ahmad Azlan Ahmad Shah says. “Our main concern is always on our team’s response to customer queries which have improved tremendously since we used OMNI. As we began to attract more established companies as our clients, we noticed on their requirements for us to have a call centre to manage their staff queries and with OMNI, we can fulfil their requests at a very affordable rate.”

At the end of 2018, MEDKAD also enlisted an external call centre service to manage after office hours queries from their clients apart from OMNI. However, they noticed that their customers preferred to call the OMNI numbers as they received more personalised service.  

With OMNI, they were able to utilise the multiple fall-back options if they missed the first call via the app, and also make use of the audit trail with recording mode which was useful in monitoring the team’s response to their customers. 

OMNI is also the preferred choice for DoctorOnCall, Malaysia’s first and largest online doctor consultation platform that provides healthcare services via chat, audio and video calls. The platform was created to build a transparent and low-cost healthcare infrastructure where patients can get medical advice online from the country’s best physicians through their website. 

DoctorOnCall Director, Chiak Tang explained that they chose OMNI as they were satisfied with the seamless implementation into their existing services and affordability. “Prior to OMNI, our customers typically reached out to us via email and chat function. With OMNI, we are able to serve a wider range of customers requests – patients can now reach DoctorOnCall on-demand and immediately, which saves precious time,” he says.

Unlike existing solutions in the market, with OMNI, business owners can choose from a wide range of landline numbers that include 03, 04, 05 and call recording in any language.

Omni offers a call routing feature. This can be easily done by configuring the virtual receptionist and call menus based on their team’s size and structure. Besides that, businesses are able to send professional business text messages via the landline number in response to their customers who contact them.

With our voice to text transcription technology, call recordings and voicemails left by customers will be instantly transcribed into text and emailed to the business owners to review on-the-go. 

Once they register for the service, customers only need to make monthly payments and are not bound by a lock-in period or contract. 

For more information or to sign up for OMNI, visit https://omnihotline.my/