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News : National Domestic Violence Hotline Recognized as CX Humanitarian at 2024 Genesys Customer Innovation Awards

#contactcenterworld, @Genesys

Denver, CO, USA, May, 2024 - Genesys(R), a global cloud provider in AI-powered experience orchestration, announced the National Domestic Violence Hotline (The Hotline) as the Customer Experience (CX) Humanitarian winner during its 19th annual Customer Innovation Awards. The Hotline received the CX Humanitarian Award for leveraging the Genesys Cloud™ platform to carefully and sensitively transform support for domestic violence survivors.

As the only national, 24/7/365 service dedicated to serving survivors of domestic violence in the United States, The Hotline is often the first contact a survivor makes on their journey to safety. However, the organization’s mission to return power back to those affected by domestic violence was at risk by massive demand for its life-saving resources and limited funding to hire more advocates to help.

The Hotline turned to the AI-powered experience orchestration capabilities of Genesys Cloud to quickly scale its operations and strengthen support for advocates administering survivor-centered services with sensitivity, urgency and care. It now conducts 100% of its interactions within the Genesys Cloud platform using voice, web chat, SMS and teletype channels.

Leveraging Genesys Cloud AI, the Hotline was focused on expanding its ability to help more survivors through two main areas: quickly support those who prefer to engage through self-service methods and empower advocates with better resources to provide aid.

"With help from Genesys Cloud AI, we are now able to ensure our advocates spend the majority of their time communicating with survivors who would benefit the most from personal conversations and are aided with the best information to help them," said Marty Hand, chief technology officer at The Hotline. "Providing valuable self-service options, while also making it easier to connect with advocates, puts control back into the hands of survivors — empowering them to make their own choices, which are often taken away by abusers."

#contactcenterworld, @Genesys

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


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Don’t Allow Scapegoats

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