Case Study: ProtoCall Services achieves mission-critical clinician collaboration and faster caller support with Trillian

Empowering a mission-critical call center with the help of instant messaging

ProtoCall Services, a 100+ employee cloud-deployed provider of specialty clinical call-center services in the behavioral health field, faced a critical communications gap when Google announced the end of Google Talk. Needing a modern, secure instant-messaging solution with presence indicators so clinicians across three call centers could quickly reach one another without putting callers on hold, ProtoCall evaluated replacements and selected Trillian.

ProtoCall deployed the cloud version of Trillian’s business solution company-wide, using Trillian group chats, rich presence/status messages, and dedicated channels for call-center coordination and staff morale. Trillian became the primary method of communication across the three centers, enabling instant back-channel coordination that lets clinicians share resources and assist callers without delay—improving response times and supporting better caller outcomes.

ProtoCall Services

Scott Oldfield

Manager of Special Projects