Empowering a mission-critical call center with the help of instant messaging
ProtoCall Services, Inc.
Mental Health Care
ProtoCall Services, Inc. is the nation’s leading third-party provider of specialty clinical call-center services to the behavioral health field.
Having traditionally relied on the erstwhile Google Talk to keep clinicians in touch with each other, ProtoCall was justifiably concerned when they heard that Google was shutting down the service. ProtoCall needed to find a modern secure messaging solution that still provided its users with the traditional presence indicators and status messages so widely used by its staff.
The problem
Hanging on for dear life to Google Talk wasn't going to cut it - ProtoCall needed a reliable solution to provide the primary means of contact between its three call centers in three different states. As a company providing phone-based mental health services, the ability of ProtoCall's clinicians to quickly reach their colleagues without putting callers on hold is critical to caller outcome, so only a robust and reliable solution would do.
Workadi is the primary method of communication between our company's three call centers across three different states. Between supervisors, clinicians, and everyone else, Workadi has become a vitally important tool that helps us facilitate positive caller outcomes.
Scott Oldfield Manager of Special Projects
The solution
ProtoCall chose to deploy the cloud version of Workadi's business solution to its entire staff. With a heavy emphasis on group chats and Workadi's flexible presence features, Workadi keeps communication and information delivery flowing throughout the entire company.