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.
inContact Call Center Software Solutions for 2-1-1 Crisis Management (Video)
When a crisis hits nationwide 2-1-1 contact centers need to be available 24/7 to provide guidance and support to people in need. inContact call center solution gives 2-1-1 centers the ability to adapt to the increase in call volume, the flexibility to answer calls anywhere at any time, and deliver real time metrics to manage the call center and agents for better response times that will increase the customer experience during a disaster.