RAT AUF DRAHT
references
SECTOR
Rat auf Draht is an Austrian crisis hotline for children and teenagers, as well as their relatives. This 24-hour hotline can be called anonymously and free of charge on the Austrian emergency number{MQ}147. The crisis hotline was started by the broadcaster Österreichischer Rundfunk (ORF) and was also housed at ORF’s premises until it relocated in June 2015.
OBJECTIVE
The company behind the initiative, 147 Rat auf Draht gemeinnützige GmbH, was looking for a software solution for its crisis hotline. It opted for the{MQ}samwin contact center suite (on an Avaya system) as it was already in successful use at ORF.
BENEFITS TO CUSTOMERS
Optimum fail-safe performance in 24/7 operation
Blacklisting prank and menacing phone calls
Intelligent call routing
Quick handling for employees
Flexibility and intuitive controls
Conference connections to external contacts
Extensive reporting