Use Case: Healthcare | US | Genesys

Improving 24/7 Contact Center Performance for a Critical Hotline

This mid-sized US healthcare organizations has been serving its local community for over 50 years, providing essential mental health and developmental disability services.

To help support both adults and children living with mental illness, substance use disorder, and intellectual and developmental disabilities, this organization provides a critical 24-hr helpline and 24/7/365 support online via chat and email.

In order to ensure that all patients are met with quality customer service at every step of the way and with a standard of customer service that is consistent across multiple channels, it was imperative that the team in charge of the hotline and contact center operation have around-the-clock access to contact center data to ensure they are properly staffing and training agents to handle very sensitive calls.