The Trevor Project's Lifesaving Transformation with Vonage’s Contact Center Solution

技术

适用行业

用例

服务

挑战

Trevor 项目需要一个能够与其新部署的 Salesforce 实施无缝集成的联络中心平台。 2020 年 3 月，由于 COVID-19，TrevorLifeline 首次需要为其危机顾问启用远程功能。

关于客户

Trevor Project 是全球最大的针对 LGBTQ+ 年轻人的自杀预防和危机干预组织。自 2018 年部署 Vonage Contact Center 与 Salesforce 实施集成以来，他们一直非常依赖 Vonage Contact Center。

解决方案

Trevor 项目部署了 Vonage Contact Center，并将其与 2018 年 Salesforce 实施无缝集成。

运营影响

The implementation of Vonage Contact Center and Salesforce integration significantly improved the operational efficiency of The Trevor Project. The new system allowed the organization to decentralize its call centers and enable remote capabilities for their crisis counselors, a critical need during the COVID-19 pandemic. The integration of Vonage and Salesforce also streamlined the counselors' workflow, enabling them to focus more on their conversations with the youth and less on navigating different applications. The reliability and uptime provided by Vonage gave the organization the confidence that they could reliably take calls and that counselors would be available and supported when they answered a call. The responsiveness and support from the Vonage Contact Center team also contributed to the successful transition and ongoing operations.

数量效益

In the first year of implementing Vonage and Salesforce, The Trevor Project was able to take over 61,000 calls, a 26% increase in volume from the previous year.
The Trevor Project experienced close to 100% uptime after deploying Vonage Contact Center.
The Trevor Project successfully transitioned to a fully remote counselor staff for the first time in its history due to the COVID-19 pandemic.