Case Study: NJ 2-1-1 achieves uninterrupted access to critical resources during Hurricane Sandy with Five9

NJ 2-1-1 - Customer Case Study

NJ 2-1-1 is New Jersey’s 24/7 information and referral service that connects residents to emergency resources, social services, and disaster relief. When Hurricane Sandy struck, the organization faced massive call volumes and the failure of its legacy T‑1 based system, creating an urgent need for a resilient, scalable contact center that could quickly add staff, route calls to partners, and deliver automated public information.

By moving to the Five9 Virtual Contact Center, NJ 2-1-1 gained cloud-based routing, rapid license and capacity increases, partner call distribution, voicemail handling, and recorded messaging. The platform handled nearly 90,000 calls during and after Sandy, enabled seamless offloads to four partner centers, routed health queries to the Department of Health, and maintained uninterrupted service when the old system failed.

NJ 2-1-1

Laura Zink Marx

Executive Director