Case Study: 211 LA County achieves improved customer experience and workforce efficiency with NICE Systems

211 LA Puts Customers First with NICE inContact

211 LA is a nonprofit information-and-referral service that helps Los Angeles County residents find health and social services, handling roughly 500,000 requests a year with a team of about 60 advisors. Facing an inflexible, costly on‑premises contact center that couldn’t resolve technical issues, the organization moved to the cloud when NICE and inContact merged to find a more stable, easy‑to‑use solution.

211 LA implemented NICE inContact CXone (omnichannel routing, workforce management, quality management, IVR and ACD), enabling web chat, click‑to‑call and SMS routing (including peer‑to‑peer veteran support), faster IVR changes during emergencies, and better coaching. The platform improved forecasting and scheduling, cut staffing needs by about 20% through increased productivity, boosted forecast accuracy, reduced WFM effort, expanded communication channels, and delivered stronger customer‑experience insights.

211 LA County

Amy Latzer

Chief Operating Officer