01 Juin 2012

Kids Help Phone - Success Story

Written by Martin Borowski, Posted in Success Stories, ComputerTalk

Kids Help Phone success story

Download Kids Help Phone Success Story PDF

Background

Kids Help Phone Toronto (KHP) is a free and confidential counselling service for youth.
Youth can speak anonymously with professional counsellors by calling the Kids Help Phone hotline. Before switching to ComputerTalk’s contact center, counsellors working out of the Toronto office used a Nortel call center solution.


Problems with existing call center

Kids Help Phone needed to upgrade their call center for various reasons.

No support for text-based chat - Voice communication was still important for youth, but studies indicated that many youth would prefer using chat to discuss their problems, for increased privacy and a greater feeling of anonymity.

No reporting tool - KHP wanted to be able to gather call and chat information for analysis and planning purposes.

Lack of upgrade options - Their existing Nortel system did not provide an upgrade path that would provide new features and help KHP stay relevant to their young clientele.

No support for remote work locations - Counsellors could not work offsite.


Solution

Kids Help Phone’s requirement for their counsellors to communicate with youth via web chat as well as voice compelled them to find a Unified Communications enabled (UC) solution that offers a rich chat experience for youth and counsellors. ComputerTalk’s ice contact center with iceIM web chat and Microsoft Lync provides the UC solution to the challenges that KHP faced.

Support for chat - ice contact center and iceIM leverages Microsoft Lync’s chat features to seamlessly support phone and chat messages, allowing youth to choose their preferred medium for communicating with counsellors.

A wide range of reports with secure logins - An easy-to-use reporting tool, providing over 100 standard reports, is integrated into the solution. Information is only accessible to people with the appropriate access level to protect privacy.

Website integration - Embedding an iceIM chat window on the KHP award winning website was easy. The youth loved the rich chatting experience that included:  pre and post surveys, choosing their own pseudo name, striking graphical emoticons, and a trendy look and feel that complemented the colourful website.

Remote access is supported - Counsellors can work from offsite locations and enjoy all the same features that are available in the main office.


Results

Kids Help Phone sees the value that ComputerTalk’s solution brings. Ted Kaiser, Vice President of Information Technology, cites low cost and integration with existing infrastructure – including Microsoft Lync,  the Nortel PBX and phone sets, and desktop application tools - as key benefits. Also, ComputerTalk’s solution connects seamlessly with Kids Help Phone’s existing Microsoft Exchange and Microsoft Active Directory, which simplified account management and administration. Since ice contact center integrates chat and phone into one platform, Kids Help Phone does not have to invest in training for multiple platforms.

Kids Help Phone plans to leverage ComputerTalk’s solution so that counsellors can work from remote locations. Kaiser is looking forward to this option. He says that “ComputerTalk’s tool definitely enables that remote element.” This next step will be relatively simple and affordable, because Kids Help Phone will be tapping into the remote access capabilities of their existing Lync deployment.

Blending Microsoft Lync with ice contact center can yield a powerful solution that enhances communication within your business applications. This is just one of the ways ComputerTalk’s solutions helps organizations meet their communications needs. For more information, contact us at 1-800-410-1051.

Download Kids Help Phone Success Story PDF


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About the Author

Martin Borowski

Here's a word about me...

I'm an art director here at ComputerTalk. I'm an expert in User Experience (UX), branding and identity, website planning and development, social media management and search engine optimization . I understand the capabilities and limitations and advantages of online media.

Follow me on twitter at @uxchamp