211 LA is a nonprofit information and referral service that connects Los Angeles County, CA residents with community organizations providing health, human, and social services. Their team of 60+ Community Resource Advisors provide information and referrals to over 500,000 people every year.
Putting the customer first is a primary focus at 211 LA. NICE inContact CXone helps them deliver an outstanding experience through the use of NICE inContact CXone Omnichannel Routing for multiple communication options. They also leverage NICE inContact CXone Quality Management Enterprise to drive high quality interactions in addition to using NICE inContact CXone Workforce Management Enterprise for forecasting volume and optimizing staff schedules which has delivered a 20% reduction in full time employees.