San Ramon, Calif., July 16, 2014 -- Five9, a provider of cloud contact center software , helps alcohol and substance abuse addiction treatment center, Inspirations for Youth and Families (IYF) and the Cove Center for Recovery (CCR), better support troubled teens and their families.
Inspirations for Youth and Families (IYF), is a nationally renowned teen recovery center and a place where 13 to 18 year olds go to learn the skills necessary to restore direction in their lives. Part of the IYF program includes a 24X7 helpline, which is powered by Five9.
Due to the sensitive nature of these calls, teens and parents only wait an average of 30 seconds for a representative to answer. With Five9, callers are automatically routed to the nearest available representative, or are redistributed to a separate therapy call center if an agent fails to answer within 2-3 rings.
By using Five9, IYF is able to identify excessively short calls, or calls that have not gone well. IYF primarily uses Five9 to answer incoming calls, but the blended solution enables agents to reach back out to callers that may have hung up prematurely or follow up with teens as needed.
"At Inspirations for Youth and Families, our job is to provide help and support to those going through a very difficult time. Immediate and seamless interactions with our callers, and maintaining records of those interactions, are absolutely crucial in providing the more reliable assistance possible. Five9 enables IYF to reach patients when they need us most."
– Scott Brand, SEO organic specialist, Inspirations Youth and Families
Posted by Veronica Silva Cusi, news correspondent
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