Genesys Empowers Charities With Cloud Contact Centre Tech

At a time when so many people could use a helping hand, delivering empathy has never been more important.

Non-profit organizations globally play a crucial role in helping others – from supporting survivors of domestic violence to offering life-saving emergency services in times of natural or human-made disasters.

At Genesys, we’re dedicated to using our products for the betterment of others, with a goal to touch more than 100 million lives through our work with non-profits.

Previously at Xperience 2023, Tony Bates, Genesys CEO, spoke about our commitment to making a positive impact in our world – announcing the expansion of our efforts to help charitable organizations improve their ability to make a difference in their communities and expand their reach to serve more people.

We take pride in seeing the life-changing work that organizations are doing around the world, aided by our technology.

The National Domestic Violence Hotline (The Hotline), the 24/7 hotline serving anyone impacted by relationship abuse in the US, is swiftly connecting more survivors to essential support through highly trained advocates using the Genesys Cloud CX™ platform.

The Hotline is determined to leverage technology to expand its reach and support more survivors. To deliver services, the organization relies on highly trained advocates who provide quality, trauma-informed education, validation, and connection to empower victims and survivors to make life-changing decisions with dignity and respect.

With a growing demand for services, The Hotline needed to scale its operations quickly by using digital solutions to support live advocates who are administering survivor-centred services that match the sensitivity and urgency of their situations.

The Hotline partnered with Genesys to modernize its contact centre infrastructure through Genesys Cloud CX, an all-in-one Experience Orchestration platform that offers capabilities to deliver personalized, empathetic engagement across voice and digital channels.

Facing more than double the daily calls, chats and texts it receives — now nearly 3,000 per day — The Hotline sought to leverage the platform to expand the capacity of its advocates by automating the optional collection of non-identifying demographic data using digital and voice bots powered by Digital Bot Flows.

Now survivors can more quickly share details about their situations with anonymity. The Genesys Cloud CX platform also allows The Hotline to more efficiently route survivors to advocates, while automatically passing important context so advocates are better prepared with appropriate resources.

Making a Difference With Technology

Empathy is at the heart of everything that we do at Genesys. As part of our commitment to make positive change, we’re helping charities and other organizations put empathy in action to efficiently deliver critical — and even life-saving — resources and support.

Whether it’s advancing efforts to make workplaces more equitable through improved accessibility, or helping to ensure assistance is there during times of crisis, we’re proud to deploy our technology in innovative and meaningful ways.

In 2021, Genesys shared goals for making a positive impact on the world, including using our products for good.

Today we released our 2022 Sustainability Report (covering February 1, 2022–January 31, 2023), highlighting the 46 million experiences Genesys has enabled with organizations around the world for people in need, including the National Domestic Violence Hotline, Lighthouse Works and more.

With today’s announcement, we’ll be able to help even more organizations further their missions to solve some of the world’s largest problems by improving their ability to serve their communities, increasing their efficiencies and maximizing their impact. The new offer will provide eligible charities with a greatly reduced price on Cloud CX, Jumpstart implementations and Beyond training so they can focus more on providing support and empathy to their communities — and less on figuring out how to stretch limited funding.

Charitable organizations give to their communities daily. With Genesys Cloud CX, the day-to-day becomes easier. With world-class uptime, Cloud CX is the ideal platform for any organization that depends on contact centre reliability to provide critical services.

This not only gives these organizations peace of mind when it comes to the reliability of the Genesys platform, but they also know Genesys is there with behind-the-scenes support so they can focus resources where they matter most — the communities they serve.

Non-profits often run lean and with limited budgets; some don’t have the resources or time for managing solutions. With Cloud CX, organizations don’t need an army of resources to manage contact centre technology.

The easy-to-use interface and channel-less approach lets them handle any interaction and configure what they need — when they need it.

And, with our continuous release cycles, organizations have the latest technology and innovations to address the needs of their community without having to worry about downtime.

Having reliable and cohesive technology, as well as simplifying tasks for employees and volunteers, are priorities for charitable organizations around the world.

Technology that supports the business and eliminates complex or mundane tasks means employees and volunteers have more time and energy to focus on the people and communities they serve. Genesys is grateful to play a role in making a difference in the lives of people around the world.

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.