The EPE Île-de-France (French school for parents and social workers) is an association whose role is to help people with parenting.
The EPE-IDF helps parents, children and young adults during times of crisis. Whether this is face-to-face, by telephone, or via two dedicated websites, professionals are available to listen.
The EPE-IDF offers different remote assistance phone services that allow parents, young people and professionals to benefit from personalized counselling that’s also anonymous and free. The phone lines Fil Santé Jeunes (Young people’s healthline) and Jeunes Violences Ecoute (Young people’s violence helpline) are complemented by a website.
The EPE wanted to provide its users with different communication channels (call, chat via the website, email) in order to contactable by as many people as possible.
To measure the effectiveness of the service provided to its users, the EPE wanted to consolidate it’s multiple interactions with a single, common measurement tool.
These communication channels require varied skills, often involving several providers. When there’s a problem, it is not uncommon for providers to shirk their responsibilities.
These requirements all had to be met by a solution that fell within a limited budget for capital expenditure.
Coverage Communication implemented a multichannel contact centre solution connected to the EPE’s existing information system.
The EPE has been able to provide a practical solution that meets the needs expressed by its clients without compromising their existing infrastructure.