About Aselo
Our helpline partners 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. Regardless of the issue, all of our partners have the same mission – to provide free and accessible psycho-social support and referral services to anyone who may need it. And yet, helplines are often stuck with outdated, custom-built technology systems that are brittle or commercial systems that aren’t built for their needs.
In partnership with Child Helpline International, Tech Matters created Aselo to bring modern, purpose-built technology to crisis response helplines around the globe.
Aselo supports helplines by unifying their communications work, data collection, client management and follow-up, quality assurance, and reporting. Designed to be customizable to each helpline we work with, our features are built to be flexible, modular, and designed to your helpline operations.
How Aselo Works
One Integrated Interface
Calls and text-based channels seamlessly integrate into one interface. Counsellors manage active conversations with built-in tools like canned responses and transfer workflows.
Counsellors Capture Data
Counsellors capture customizable data alongside the active conversation with easy access to past contact records, reducing time spent on admin.
Analyze Data Reports
Managers view built-in data analysis for quality assurance, helpline operational activity, and programmatic trends for donor reporting.
We are a non-profit that partners with helpline organizations to co-build innovative technology tools and strengthen the global helpline movement.
Platform Features
Cloud-Based
Allows counsellors to work remotely from any location with Internet connection, no app required.
Customizable
Addresses individual helpline needs including branding, localization, and data capture.
Call Center Features
Extensive queue management, IVR/ITR, internal and external transfers, real-time call monitoring.
Case & Client Management
Incident and client tracking for repeat callers and more complex interactions requiring follow-ups.
Quality Assurance
Easy-to-use tools for past contact data or conversation review, editing, and counsellor evaluation.
Reports and Dashboards
Built-in reports give insights into helpline performance and program trend analysis.
Our Commitment
We have committed to creating a purpose-built platform that is built with consistent feedback and consideration from the people who will be using these tools. Too often we have heard from our helpline partners that they feel ignored and deprioritized by their vendors, and that they cannot trust their software. We strive to build a platform where helplines can feel like the technology works for them, not against them. We want to empower helpline staff so they can focus on the work that matters most – providing empathetic human-to-human interaction.
Frequently Asked Questions
➔ Onboarding and Implementation
There is no technical development required from the helpline to deploy Aselo, as the Tech Matters team handles configuration and set up. Our team works closely with the helpline to understand and define any customization requirements as well as migrate any existing services to Aselo.
Rolling out a new technology platform for a national helpline can be a major project. Considerable attention must be invested in mapping operational workflows, planning for the switchover, as well as change management and training efforts to support helpline staff to get the most out of the new technology capabilities.
A critical part of this effort is the initial creation of a staging version of Aselo, customized to the needs of the adopting helpline, for use as a testing and training environment. Only when the helpline team is trained, and verified that they are able to use Aselo as part of their standard operating procedures, will we transition the helpline to using Aselo to handle confidential data of callers and texters. We also work with helpline staff to implement a system switchover plan to ensure data integrity while the helpline team transitions to using Aselo for real call/text data.
➔ Technical Requirements
Helpline staff will access Aselo through Google Chrome browser on a laptop/desktop. Mobile and tablet devices are not supported.
Aselo has the following minimum laptop/desktop computer hardware and software requirements:
● CPU: 2Ghz
● RAM: 2 GB
● Screen resolution: 1024×768
● Operating system: Windows 10 and 11, MacOS, or Linux Ubuntu/Mint 64bit
● Browser: An up-to-date version of Google Chrome
● Bandwidth: Minimum recommended internet bandwidth of 200 kb/s
➔ Support
We implement 24/7 monitoring systems that will proactively detect and alert our technical team to any critical issues that arise, no matter the time of day.
For operational support issues or Aselo functionality questions, support is available Monday-Friday at [email protected]. Our team will respond to submitted issues by the next business day after submission.
For critical support issues that are reported by helpline partners, we also have an alerting system in place to page our technical team to issues that are marked urgent, no matter the time of day.
➔ Pricing
Our Aselo pricing model has three main cost components: Implementation, Operating, and Support. The Implementation fee is typically charged at the beginning of a project upon agreed service scope, whereas Operating and Support costs are ongoing charges post Aselo launch/switchover. Operating costs are charged by usage.
Please reach out to us at [email protected] to get a quote. In order to provide a quote, our team needs to understand:
- Needs Alignments: What channels does your helpline plan to operate through Aselo? What types of services do you offer through the helpline?
- Contact Volumes: What is your annual volume of contacts across channels?
- Staffing Levels: How many staff members will need access to Aselo? How many staff typically work each shift?
Training materials and virtual assistance with helpline team trainings in preparation for launch are included in these costs. Tech Matters will also provide ongoing access to a test environment for your team to perform platform training and testing.
➔ Data Storage
➔ Data Ownership
➔ Data Privacy
Tech Matters has implemented security and privacy according to industry best practices, which include such items as:
- Data encrypted at rest and in transit
- Multi-factor authentication required for our staff
- External audits by third-party firms to test Aselo for vulnerabilities
- Access to caller data by Aselo staff restricted and logged
- Modern ‘defense-in-depth’ architecture to provide multiple layers of security to protect caller data
➔ Open-Source Licensing
The Aselo software is maintained in a publicly available repository on GitHub. The license for the portions of the Aselo software created by Tech Matters is the Affero General Public License, version 3. Aselo may take advantage of software created by other groups, and these components are covered by the licenses chosen by their developers, which may be different.
