customer first

211 LA County Brings Customer First Philosophy to Life with NICE inContact Solutions

Ten million residents rely on 211 LA County in a natural disaster or public health emergency. But on a daily basis, thousands of individuals who make up the area’s most vulnerable, at-risk populations—veterans, homeless families, even those who have committed crimes—depend on the agency for critical health, personal and social services.

Just as those in Los Angeles rely on the agency’s 60 community resource advisors for connection, information and referrals, 211 LA County depends on NICE inContact for cloud-based solutions, cutting-edge technology, easy-to-use features and outstanding support. In fact, NICE inContact has been a key factor in the agency’s successes, which it measures in completed interactions (500,000 calls annually and counting) and even more importantly, the quality of those interactions.

A “customer-first” philosophy made the two organizations a natural fit, and NICE inContact’s CXone solutions are at the heart of the partnership. Multiple CXone solutions, including CXone Omnichannel Routing, help 211 LA County deliver on its vision of providing outstanding customer experience in every interaction.  The agency also leverages CXone Quality Management Enterprise to drive quality and CXone Workforce Management Enterprise to optimize staff forecasting and scheduling.

Chief Information Officer Amy Latzer says, “We don’t even look around because we get really outstanding service from NICE inContact. …They’ve made an investment in our organization to understand who we are, what we do, how we do it—and to support us accordingly.”

211 LA County continues to utilize NICE inContact’s CXone cloud solutions to fulfill and expand the services it provides as a lifeline for Los Angeles residents. Learn more.