National Domestic Violence Hotline Recognized as CX Humanitarian at 2024 Genesys Customer Innovation Awards
May 14 2024 - 11:05AM
Business Wire
The Hotline receives new award for using
Genesys Cloud AI capabilities to transform support for domestic
violence survivors
Genesys®, a global cloud leader 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. To date, The Hotline has
answered more than 7 million calls, chats and texts.
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.
While many survivors reach out to speak with an advocate, others
may prefer or even need to seek aid through self-service channels.
With Genesys Cloud AI, The Hotline can better identify and enable
these survivors to search for services and information while
considering demographics like religious beliefs, sexual
orientation, ethnicity and more. This can provide survivors
assistance in the way best suited for their specific needs and
improve the availability of services for those who would be better
aided by speaking directly with an advocate.
The advocates working with The Hotline are highly trained to
provide quality, trauma-informed education, validation and
connection to empower victims and survivors to make life-changing
decisions with dignity and respect. With Genesys Cloud AI
automatically surfacing suggested responses and information,
advocates can provide faster and more comprehensive support to
contacts and progress conversations in a positive manner.
“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.”
The CX Humanitarian Award is a new addition to the Genesys
Customer Innovation Awards. The category honors organizations that
are leveraging Genesys technology to serve humanity and make the
world a better place. During its annual Customer Innovation Awards,
Genesys recognizes organizations from across the globe for
transforming their customer and employee experiences with AI, cloud
and digital technologies.
The Hotline accepted the CX Humanitarian award at Genesys
Xperience 2024 in Denver.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240514952874/en/
Lauren Baca, Genesys lauren.baca@genesys.com
Method Communications genesys@methodcommunications.com