Case Study: Crisis Services Canada achieves a coast-to-coast life‑saving virtual voice, text and chat service with Genesys

Saving lives with the world’s first virtualized national voice, text and chat-enabled suicide prevention service

Crisis Services Canada (CSC) is a national suicide prevention organization formed by uniting five regional distress centres to reduce Canada’s high suicide toll. Facing the challenge of building a coast-to-coast service that never leaves a contact unanswered, CSC set out to create a virtual multimedia crisis centre that supports voice, text and chat and integrates clinical client data while overlaying existing infrastructure.

Using the Rogers Virtual Contact Center powered by Genesys PureConnect and integrated with the iCarol clinical CRM, CSC and 11 technology partners mobilized more than 1,000 trained volunteers to deliver inbound, digital and systems-integrated crisis support. The transformation was completed on time and on budget; in the first 18 months the service handled 25,073 contacts, enabled 494 active rescues, disabled 2,407 suicide plans, prevented tens of millions in social ROI losses, and left 80% of help-seekers feeling more able to cope.

Crisis Services Canada

Roberta J. Fox

Chief Technology Advisor & Founder