Case Study: 2-1-1-Impact achieves rapid scaling and 24/7 availability during a flood with NICE Systems' inContact

2-1-1-Impact - Customer Case Study

2-1-1 @ IMPACT is Milwaukee County’s 24/7 centralized resource line that connects residents to health, family and social services. When catastrophic flooding struck the county, incoming calls skyrocketed—from a typical 400–600 per day to more than 1,300 waiting in queue within 12 hours—creating an urgent need to handle more than ten times normal volume, avoid busy signals, and get timely information and damage reports to affected residents.

Using inContact’s cloud contact-center platform, 2-1-1 @ IMPACT rapidly scaled capacity (from ~70 ports to over 1,000), tripled its agent count within minutes, and brought at-home volunteers online. Fast IVR re-scripting, recordings and callbacks cut queue times, reduced repeat calls and sped updates (changes were made three times faster than their prior on‑premise system), ensuring continuous 24/7 availability and a stable, effective emergency response.

2-1-1-Impact

Jacki Bentilla

Information Technology Specialist