Case Study: Election Protection achieves reliable, flexible routing to handle peak 866-OUR-VOTE call volumes with Genesys

Election Protection - Customer Case Study

Election Protection, a national nonpartisan coalition led by the Lawyers’ Committee for Civil Rights Under Law, runs the 866-OUR-VOTE hotline staffed by 2,000+ volunteer agents across 22 contact centers to help voters get accurate polling and voting information. The organization faced unpredictable, high-volume spikes (as high as 100,000 calls) and an aging ACD system that required weeks-long routing decisions, producing uneven workloads, long wait times and frustrated callers.

Moving to the Genesys cloud contact center gave Election Protection real-time monitoring, area-code and skills-based routing, instant rerouting, and CX Analytics for staffing and reporting. The result: reliable 100% uptime, smoother distribution of calls across centers, reduced wait times and agent stress, better data-driven planning and reporting for stakeholders, and more voters reached and assisted during critical elections.

Election Protection

Jonah Goldman

Lawyers' Committee