Twilio > 实例探究 > 扩大覆盖范围和响应能力:国际儿童帮助热线与 Twilio Flex 的合作之旅

扩大覆盖范围和响应能力:国际儿童帮助热线与 Twilio Flex 的合作之旅

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技术
  • 基础设施即服务 (IaaS) - 云数据库
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 电网
  • 电信
适用功能
  • 质量保证
用例
  • 人员跟踪与监控
  • 语音识别
服务
  • 测试与认证
关于客户
国际儿童帮助热线是一个非营利性联盟,由遍布 140 个国家/地区的 160 条帮助热线组成,致力于为有需要的儿童提供支持和帮助。
挑战
针对儿童的暴力是一个普遍存在的问题,由于资源有限,儿童求助热线无人接听的比例很高。
解决方案
Tech Matters 和 Child Helpline International 合作创建了 Aselo,这是一个由 Twilio Flex 提供支持的基于云的联络中心系统,以提高会员求助热线的覆盖范围和响应能力。
运营影响
  • The implementation of the Aselo platform powered by Twilio Flex has brought about significant operational improvements for Child Helpline International. The platform's ability to manage multiple conversations at the same time has increased the efficiency of the helplines, allowing them to handle a higher volume of calls without sacrificing care quality. The single-screen, browser-based interface has simplified the work of counselors, enabling them to help more children at once. The customizable chatbot has reduced the time spent on capturing basic demographic information, allowing counselors to focus more on aiding children in need. The platform's efficient data management has also enabled the organization to identify trends earlier and advocate more proactively with policymakers and decision-makers. Furthermore, the platform's flexibility has been crucial during the COVID-19 pandemic, enabling helplines to run at full staff and provide a consistent community experience despite shelter-in-place restrictions.
数量效益
  • 100 million calls/year capacity achieved
  • 20+ time-saving techniques created for contact centers
  • 50% increase in call volume handled remotely

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