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News : Calls to Domestic Abuse Helpline in England Up by 60% Over Past Year

#contactcenterworld

London, UK, March 23, 2021 -- The conditions of lockdown in England and increased awareness about domestic abuse led to a 61% surge in calls and contacts logged by the official domestic abuse helpline in the past year, the charity behind the service has revealed.

Refuge, which runs the 24-hour national domestic abuse helpline as well as online alternatives such as live chat, said the increase peaked in the summer, when compared to the average calls and contacts logged above the January to March 2020 period.

Reflecting on a year since the start of the country’s first national lockdown, Refuge revealed 72% of those the helpline team supported were women experiencing violence and abuse, and the most common age bracket was 30-39.
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Across the whole of 2020, 81% described being controlled by their partner, 58% had been subjected to physical abuse, 24% were being stalked or harassed and 40% were subjected to economic abuse.

The helpline team received calls from women who were being terrorised in their own homes, women who were afraid to seek treatment for their injuries in case they overburdened hospital staff, women whose court cases had been delayed, women making plans to flee the home and women with no home to go to.

Lisa King, Refuge director of communications and external relations, said: "For women and children experiencing domestic abuse, home is not a safe place. Lockdown measures, where women have been isolated and confined with their perpetrators more than ever, have compounded their exposure to violence and abuse."

The charity said as lockdown lifts in the weeks to come, women will have more opportunity to reach out and access support than they have in the last year.

Almost one in five of the women to whom Refuge spoke had experienced death threats from their abusers, 10% had weapons used against them and 16% had experienced strangling. Refuge said research had shown that domestic homicide of women was seven times more likely if the same partner has previously tried to strangled them.

Elsewhere, during 2020, the helpline team:

Made 4,481 referrals to secure refuges.

Signposted survivors to other specialist domestic abuse services in their communities 32,811 times.

Supported women to create safety plans 11,616 times.

Provided women with information about their rights, for example, around child contact, civil orders, reporting to the police, making an emergency homelessness application, 56,596 times.

Refuge also reported a surge in the number of visits to its website and use of its web referral form in the past year.

As the lockdown was imposed on 23 March 2020, there were warnings from domestic abuse charities that the "pressure cooker" conditions would lead to a spike in domestic violence.

In early May, the government announced a £76m package to support the most vulnerable in society, including victims of domestic violence and modern slavery, rough sleepers and vulnerable children.

The flagship domestic abuse bill is passing through parliament before becoming law, and is currently with the House of Lords.

The bill contains clauses requiring domestic abusers to take polygraph tests – commonly referred to as lie-detector tests – on release, and regulations to ban perpetrators from cross-examining victims during family court proceedings.

If you are experiencing domestic abuse you can contact the Refuge freephone 24-hour national domestic abuse helpline: 0808 2000 247.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theguardian.com


Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Wednesday, March 24, 2021

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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