Solution Summary

Key Features:
  • Configurable COTS application and 24/7 helpline solution that connects with thousands of people in Massachusetts - whether people are looking for help for themselves, their loved ones or their client
  • 15+ roles and hierarchy
  • Personalized service delivery by Screening and Information Specialists through live chat, call, text SMS, and email
  • Built-in Telephony (CTI/IVR) integration for connecting to the right Helpline Specialists during times of crisis
  • Consistent service by call center agents (Helpline Specialists) through internal search application on the Agent Portal and through guided scripts
  • Data security and compliance as per state and Federal regulations
  • Advanced eligibility assessment based on dynamic data elements such as types of treatment services, treatment centers, bed availability, residential waitlist, insurance location and programs
  • Users can find treatment centers, treatment options and related services based on geographical locations
  • AI infused knowledge base and chatbot to handle user requests and queries
  • AI powered reports and analytics
  • User-friendly self-service web portal for health service providers to keep their information up to date
Users of the Helpline System:

Helpline Specialists, Counsellors, Clinicians, Service Providers, and other agencies

Multi-Channel for Customer Engagement:

Citizen Web Portal, Telephone (CTI/IVR), Agent Portal, Email, Chat, SMS

3rd Party Integrations:

Delivered 5+ integrations (Real time and batch mode)

Key 3rd party integrations - GIS (Google Maps), CTI (Genesys), SMS (Genesys), Chat (Genesys)