SALT LAKE CITY (January 24, 2011) – 2-1-1 San Diego is an easy-to-remember, 3-digit dialing code for San Diego County residents searching for critical community, health and disaster services. Using the inContact cloud-based call routing solution for its contact center, the organization connects people to over 6,000 community programs, ranging from food and healthcare assistance to financial and employment resources to care for an ailing parent or child. 2-1-1 San Diego has successfully used the inContact (NASDAQ: SAAS) solution for the past two years, and due to the success of the platform, has renewed for another three years, after a year of vendor research and considerations.
Serving the entire population of our region, 2-1-1 San Diego’s mission is to connect people with community, health and disaster services through a free, 24/7 stigma-free phone service and searchable online database. During times of disaster, 2-1-1 San Diego has to be flexible and able to scale when the community need increases. Using the inContact cloud contact center solution and powerful telecommunications network, 2-1-1 San Diego has proven the ability to add ports and reroute traffic on a moment’s notice when demand peaks.
“At 2-1-1 San Diego, we are always preparing for a surge in demand from our community, no matter the reason. So we need a contact center technology that supports that mission,” said William York, Chief Operating Officer at 2-1-1 San Diego. “inContact gives us the instant scalability and flexibility to add seats and change call destinations in an instant. The solution is a significant and proven asset for our contact center. We conducted a due diligence review of other vendors in the market, and decided to stay with inContact because of their proven record with 2-1-1 San Diego and the 2-1-1 community.”
Additionally, 2-1-1 San Diego has incorporated work-from-home (WFH) agents into its contact center strategy. The organization can scale up quickly with WFH agents when demand arises, and has also been able to provide additional capability for its traditional agents to work from home during the week, including night shifts. This provides important job flexibility and helps to ensure 24/7 availability of personnel specifically trained to assess callers’ needs and match them to the best community resources.
"We are pleased to extend our agreement with 2-1-1 San Diego. inContact is rapidly becoming the provider of choice for 2-1-1 organizations, as we help them leverage existing resources and infrastructure to do more, automate mundane processes and streamline operations so they can run more cost-effectively," said Paul Jarman, CEO, for inContact. "We also help 2-1-1 centers define the right blend of self-service and agent managed contacts, enabling them to keep costs down while providing citizens with more convenient options."
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
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