Case Study: NJ 211 achieves continuous disaster-response service and remote work capability with Five9

NJ 211 Stays Open for Its Community During Disasters

NJ 211 is a statewide information and referral network that connects New Jersey residents to health and human services via phone, text, and online chat. After lessons from Hurricane Irene and facing surges during Hurricane Sandy and the COVID‑19 pandemic, the organization needed a cloud contact center with web capabilities that could scale quickly and enable agents to work remotely.

NJ 211 implemented the Five9 Intelligent Cloud Contact Center, gaining flexible call routing, an easily updated IVR, low‑bandwidth remote access, and real‑time reporting. The system handled nearly 90,000 calls during Sandy, allowed calls to be routed to partner centers as needed, and supported rapid remote deployment of 80% of staff during COVID—resulting in improved call handling and a better customer experience.

NJ 211

Rory Britt

IT Manager