Digi’s Omni Hotline Empowers Covid-19 Counselling Support Hotline Across Malaysia

Date : 22-May-2020
Location: Subang Jaya


Digi,mobile connectivity and internet services provider.

Key Takeaways:
  • In response to increased mental health concerns since the Movement Control Order (MCO) kicked in, MERCY Malaysia, in collaboration with the Ministry of Health’s (MoH) Crisis Preparedness and Response Centre (CPRC), has set up a dedicated hotline, powered by Digi’s virtual business system, Omni Hotline, to provide counselling to those requiring assistance during these unprecedented times.
  • To date, the hotline has received over 1,500 calls with queries ranging from seeking help with mental health related issues to getting access to food and medical aid. 
  • A team of 31 psychosocial volunteers from MERCY Malaysia and 10 volunteer-counsellors from MoH managed and serviced the calls through Digi’s Omni Hotline, a digital office phone solution that operates fully on smartphones and provides landline numbers without the need for desk phones. 
  • The support hotline operates daily from 8AM to 5PM.
  • MERCY Malaysia’s psychosocial hotline is a non-clinical service for the public. With the success of the hotline, it is now linked to the Women’s Aid Organisation’s (WAO) domestic violence hotline, where callers are given a third option of speaking to a WAO crisis support officer on cases of child abuse and domestic violence. Public who wish to speak to a counsellor can call the hotline at 03-2935 9935.
  • Ir Amran Mahzan, Executive Director of MERCY Malaysia,said,the Ombi app allows team to focus fully on providing psychosocial assistance to all individuals affected by the Covid-19 crisis, instead of allocating resources to maintaining a powerful telephony system.
  • Kathryn Lee, Head of Products at Digi-X,said,the flexibility of Omni Hotline also allows MERCY Malaysia to downscale or upscale their operations on demand, which is crucial for SMEs in any industry, as well as NGOs.
  • Omni Hotline is a virtual phone system that provides an all-in-one digital solution that simplifies business phone calls and customer interaction from a mobile app.
  • The Hotline automatically forwards phone calls to volunteers across Malaysia who are working from home during the Movement Control Order (MCO); removes the need for physical office space and desk phones.
  • Volunteers would never miss a call even after their shift ends, and could also refer to the itemised call logs on the app’s dashboard to make callbacks the next day.
  • Clustering of multiple numbers under a single point of contact.
Editor's comments:
  • The Omni Hotline will become a choice of telephony system for many companies in light of COVID-19 to support work-from-home and social distancing scenarios.
  • It is time to move sales team and data centres from fixed locations to mobile offices.
  • It is also low cost of entry and maintenance.
Photo by Jorge Gardner on Unsplash