Call center

2-1-1 San Diego renews contract for cloud-based call routing solution

The 2-1-1 San Diego contact center in San Diego County in the US has renewed its contract with inContact for the cloud-based call routing solution it has been using since 2009.

2-1-1 San Diego is an easy-to-remember, 3-digit dialing code for residents looking for community, health and disaster services. 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.

Its website said that by dialing 2-1-1, callers are linked to a live highly-trained Client Service Representatives (CSR) who will assess their needs and match them to the best and closest resource in the community. 
“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.

More recently, it has also incorporated work-from-home (WFH) agents into its contact center strategy. The inContact solution allows the organization to 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. 

"inContact is rapidly becoming the provider of choice for 2-1-1 organizations, as we help them use 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."