Case Study: National Domestic Violence Hotline achieves 100% remote operations, zero dropped calls and preserved contact anonymity with Genesys Cloud CX

Shifting power back to survivors

The National Domestic Violence Hotline is the only national 24/7 service offering phone, chat and SMS support and safety planning for people affected by relationship abuse. Faced with aging on‑prem systems, a lean IT team and a zero‑margin‑for‑error need to preserve complete contact anonymity while moving to remote work, the Hotline sought a simpler, more resilient platform that would stretch limited nonprofit funding.

They migrated to Genesys Cloud CX (with AWS redundancy) and, with Genesys Professional Services, converted roughly 160 advocates to full remote working in three days—now 215 advocates work remotely—while maintaining zero dropped calls and complete contact anonymity. The cloud platform enabled micro‑shifts for better coverage and work–life balance, reduced IT management time, and added flexible reporting and integrations (e.g., PureInsights) to improve real‑time metrics, automated reporting and scalability as digital channels grow.

National Domestic Violence Hotline

Marty Hand

VP of Technology