Supporting Nonprofits as They Change Lives

Nonprofits are an important part of the Genesys community. They have our North Star value of empathy built into their reason for existing. They rely on our cloud technology to fulfill their missions and provide high-quality support to their clients. We’re proud to partner with these organizations as they change their communities for the good. Here are just a few of the nonprofit organizations in the Genesys family.

Gleaners Food Bank of Indiana

Since 1980, Gleaners has distributed more than 520 million pounds of food and critical grocery through a network of more than 550 food pantries, soup kitchens, schools and community partners in a 21-county service area. It also provides specialty programs and operates one of the seven Regional Produce Cooperatives for Feeding America.

When COVID-19 struck, the number of households it needed to feed each day tripled. With shelter in place ordered, many of its most vulnerable clients were requesting in-home food delivery, a service the organization hadn’t previously offered.

Gleaners reached out to Genesys. In just a weekend using the Genesys Cloud CX™ product, we set up the solution they needed — an IVR that converts phone calls into emails sent to staff who can coordinate deliveries.

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Food4Heroes

Food4Heroes was created in response to the COVID-19 pandemic. It works with local catering companies to provide free, nutritious and healthy meals for frontline care workers and National Health Service (NHS) staff in the UK. After one month, the totals for this organization were 820 volunteers recruited, 100,000 meals delivered and 24 hospitals served.

To handle daily donation and volunteer inquiries, Food4Heroes uses a Genesys Cloud CX contact center. Webchat gets donors and volunteers directly to someone who can immediately answer their questions.

The simplicity of the Genesys Cloud CX solution allows volunteers of all technical levels to work from anywhere and onboard quickly. And, it provides a foundation for a post-pandemic world in which Food4Heroes plans to continue its current work while expanding into other areas of the health industry.

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Feros Care

For more than 25 years, nonprofit Feros Care has been providing services to older Australians and those living with disabilities.

As part of its mission to help people live bolder, more connected, more active and more fulfilling lives, it interacts with both its clients and their families. So, while many of its older clients prefer to contact the company by phone, many of their relatives are digital natives. A legacy call center made it hard to integrate voice with email, text and other digital channels.

A Genesys Cloud CX contact center unifies all the channels and provides the metrics and workforce management capabilities missing from the legacy system. Now Feros Care quickly connects clients to the right expert for their location to deliver an empathetic customer experience.

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Crisis Services Canada

In Canada, an average of 10 people takes their lives through suicide every single day; each death affects more than 115 people with its immediate aftermath. Crisis Services Canada (CSC) wants to end that. Evolved from five regional separate distress centers, its goal is to turn negative situations into positive ones — saving people’s lives, providing support for those affected and having a beneficial impact on the world around it.

It built a nationwide virtual multimedia contact center that ensures no call or contact from anyone thinking about or affected by suicide ever goes unanswered. A cloud-based Genesys contact center supports more than 1,000 trained suicide prevention volunteers across Canada to provide voice, text and chat channels. It also integrates clinical client data to improve overall support quality.

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Diabetes Victoria

Since 1952, Diabetes Victoria has been a peak consumer body and leading charity representing all people affected by diabetes and those at risk of developing diabetes. It provides services to more than 300,000 people across the Australian state of Victoria.

In 2016, Diabetes Victoria found that it could no longer provide a high level of customer support with its legacy 17-seat call center and limited CRM links.

In just 12 weeks, Diabetes Victoria rolled out a new Genesys Cloud CX call center that will grow as the organization’s needs expand. Agents can readily access client details through screen pops as soon as calls were received.  The increased level of service is reflected in a client call abandonment rate that dropped from 20% to under 6%.

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NSPCC

The National Society for the Prevention of Cruelty to Children is the UK’s leading children’s charity, aiming to protect children and prevent abuse. Over the past 130 years, it has helped more than 10 million children.

NSPCC relies on 1,300 part-time volunteers across 12 service centers that come online at different times of the week. The legacy infrastructure made it difficult to manage these short-shift work patterns, offer the digital channels children preferred instead of calling, integrate case management and other back-office systems, and answer every call as volumes rose.

Today, a Genesys Multicloud CX™ contact center blends calls, email and webchat. It also integrates with Zoom recording and a Microsoft Dynamics CRM system, and ensures the right people are in the right place at the right time to help.

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