Empowering Survivors Through Genesys Cloud CX: A Story of Innovation and Support

Genesys Cloud CX

Empowering Survivors Through Genesys Cloud CX: A Story of Innovation and Support

Shifting to Remote Work Efficiently

The National Domestic Violence Hotline faced the challenge of transitioning to remote work without compromising service quality. With Genesys Cloud™, they achieved 100% home working in just three days. This quick shift ensured that they maintained 24/7 service, while improving shift coverage and reducing IT management time. Through the selective use of voicebots and chatbots, call times were reduced, and limited funding was stretched further.

Enhancing Crisis Intervention

The Hotline's mission to support survivors of relationship abuse is critical, and Genesys Cloud played a pivotal role in enhancing crisis intervention. By providing compassionate support, resources, and personalized safety planning via phone, online chat, and text, the Hotline ensures that survivors receive the help they need promptly and effectively. With Genesys Cloud's capabilities in inbound, chat, SMS, chatbots, and voicebots, the Hotline empowered survivors to make life-changing decisions with dignity and respect.

Maximizing Limited Funding

As a nonprofit organization, The Hotline needed to make its funding go further while innovating and expanding its support services. By consolidating on Genesys Cloud's single cloud platform, the Hotline reduced IT costs, improved system resilience, and increased service reach. Leveraging technology to better help survivors, The Hotline utilized Genesys Cloud to streamline operations and maximize impact, ensuring that every dollar spent on IT made a significant difference in supporting survivors.

Ensuring Contact Safety

Maintaining complete contact anonymity and confidentiality is crucial for the National Domestic Violence Hotline, especially in times of increased stress and isolation like during the COVID-19 pandemic. Genesys Cloud's secure and reliable platform enabled the Hotline to meet the growing needs of survivors while expanding flexibility in engagement methods. With features like PureInsights for automated reporting and customized dashboards, the Hotline ensured that contacts remained safe and supported.

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