Across the world, crisis helplines are on the front lines of a wide range of issues that people face: mental health, access to essential services, violence and abuse, extortion and online exploitation, and so much more. Often, these helpline organizations face overwhelming demand, limited resources, and brittle technology—resulting in millions of unanswered calls for help each year. Tech Matters, a nonprofit building tech solutions for social impact, set out to change this by developing Aselo, an open-source, cloud-based contact center solution built on Twilio Flex. 

Designed for high-volume, mission-critical support, Aselo enables:

• Multi-channel engagement (voice, SMS, WhatsApp, Facebook Messenger, Instagram, Telegram, Line) to reach people where they feel safest.
• Configurable and secure data collection to allow counsellors to easily enter highly-sensitive and key program data without needing to switch systems
• Flexible and automated routing that connects individuals to the right support, including tools for managing repeat callers
• A fully cloud-based, scalable infrastructure, ensuring uninterrupted service and rapid deployments for changing program needs

With Twilio Flex, Aselo brings enterprise-grade efficiency to nonprofit contact centers, making it a blueprint for any organization managing time-sensitive, high-stakes interactions. 

Why Attend This Session? 
This session isn’t just for nonprofits. If your organization operates a contact center, you'll gain insights into how Tech Matters built a scalable, secure, and flexible system that enterprises can adapt for:

• Global language support with multilingual and skills-based routing.
• Platform configurability informed by user experience and program-specific context.  
• Automated workflows that balance efficiency with human empathy. 

Tech Matters will walk you through how to:

• Build on top of Twilio Flex to develop a highly customized, use-case driven contact center solution using Voice, Conversations, Sync, Functions, Studio, and TaskRouter.  
• Design extensive data reporting to proactively analyze both operational and programmatic trends to inform service delivery
• Build and deploy with Terraform for configuration source control and multi-tenant scalability.

Join this session to learn how Tech Matters is redefining crisis response—and how your organization can apply these innovations to elevate your own contact center service delivery.