NCMH strengthens hotline with cloud-based ePLDT CCaaS

WHEN the National Center for Mental Health (NCMH) adopted cloud technology to strengthen its 24/7 crisis hotline at the height of the Covid-19 pandemic, more people benefited from the preventive and promotive programs of the Department of Health’s flagship hospital for mental health.

In 2020, NCMH initiated a partnership with ePLDT, the information and communications technology subsidiary of PLDT, with a vision for its #1553 crisis hotline to have the widest reach possible.

To help achieve this vision, ePLDT deployed its Contact Center as a Service (CCaaS), a cloud-based contact center platform, hosted in ePLDT’s local data center, which was fully integrated with Salesforce, a customer relationship management system that effectively monitored, tracked and consolidated callers’ information in a single view.

With the hashtag #KumustaKaTaraUsapTayo, the crisis hotline was launched in May 2019 with the aim of helping prevent individuals from committing suicide.

It also served as a portal that provided access for those in need of mental health intervention to mental health professionals and facilities.

It provided NCMH with a single contact center platform that was capable of inbound and automatic call distribution to manage calls with reportorial capabilities and audit, including emails, chats, SMS and social media to monitor customer satisfaction.

Features such as outbound calling capability for the call-out and call-back processes, a call center management portal, and reporting tools helped NCMH and its cause.

For more information about ePLDT, visit www.epldt.com.