Twilio and Polaris, the operator of the U.S. National Human Trafficking Hotline, have joined forces to make the Trafficking Hotline more effective so victims can access support systems securely and quickly.
Polaris integrated its contact center system into Twilio Flex, unifying all communication channels, including IVR, telephony, SMS, chat, online web form, and email, into a single, streamlined platform. Previously, the operator used separate systems for each channel. This integration allows hotline advocates to have access to a simple, unified interface that displays essential information, helping them provide better support in critical situations. As a result, Polaris has seen significantly reduced wait times and a 45% reduction in workflow steps, with fewer loading screens.
“Our first priority is connecting victims with the support and resources they need while meeting them on their level as a human being. Twilio Flex enabled us to improve our wait times, but most importantly, simplify the process for our hotline advocates so they can focus on the victims on the other end of the conversation. As we look to the future of our collaboration with Twilio, we’re looking at additional ways we can leverage new technology to improve the hotline for victims and advocates in order to help as many victims as possible,” said Monica Krebs, Associate Director of Data and Operations, Polaris.
Since 2007, Polaris has operated the U.S. National Human Trafficking Hotline on behalf of the U.S. Department of Health and Human Services, which supports the needs of victims and survivors of human trafficking and those close to them by connecting them with local resources. Due to the important and time-sensitive nature of the work that Polaris does, the organization chose Twilio Flex to provide trusted and reliable communications with access to the latest innovations to continuously improve and increase impact.
“Polaris has made an immense impact since they were founded, assisting more than 75,800 victims via the National Human Trafficking Hotline. We’re honored to be able to help scale Polaris’ mission to aid trafficking victims by simplifying backend technology, allowing Polaris to deliver lifesaving support more quickly. Our goal is to make connection and communication as simple as possible, enabling great organizations like Polaris to focus on their mission and help save lives,” said Erin Reilly, Chief Social Impact Officer, Twilio.
