Dave Bailey, Computing, Wednesday 16 June 2010 at 17:46:00
Alcatel Lucent system lets kids reach the charity via email, text messaging,
web chat and the phone
UK charity the The NSPCC said it can now reach vulnerable kids through email, text messaging Since the system was implemented 10 months ago, the NSPCC has handled some The NSPCC chose Alcatel Lucent's ?Genesys provided the reach and the flexibility we needed for our expansive The NSPCC also invested in new online tools including an integrated chat Because certain children find it easier to express themselves by writing or Reed said that adding new functions has enabled more children, young people, "Between May 2009 and March 2010, there were 40,500 one-to-one chats between
National
Society for the Prevention of Cruelty to Children (NSPCC) today revealed how
a new communications system from Alcatel Lucent has enabled it to offer help to
a greater number of vulnerable children than was possible in the past.
and web chat ? as well as over the phone ? and consequently has seen the volume
of cases it handles increase by 24 per cent.
50,000 web interactions alone.
Genesys contact information management
platform to form the bedrock of its Helplines Development Programme, which is
designed to give children a choice of channels for contacting the charity.
new system, and contact centre consultancy ProtoCall One helped us fine-tune the
technology to best fit our unique requirements,? said NSPCC CIO Phil Reed.
function that enables web site users to chat with a counsellor directly.
drawing, rather than talking, the NSPCC also installed interactive white boards
on its web site.
and adults to talk to the charity in a way that suits them.
children and counsellors, and we have answered over 14,000 Personal Inbox
messages. Personal Inbox is an email service allowing users their own private
area on our web site," added Reed.
Full story at http://www.computing.co.uk/computing/news/2264856/nspcc-rolls-genesys-reach
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