Case Study: 211 LA County achieves increased agent capacity, rapid remote mobilization, and stronger human connections with NICE Systems' CXone

211 LA Uses NICE CXone to Create Agent Capacity

211 LA is a 24/7, county-wide helpline in Los Angeles County that connects residents to health, housing, and social services—handling nearly 500,000 human-centered engagements annually. The nonprofit struggled with a “patchwork” contact-center architecture that made reporting, integration with other 211 organizations, and rapid scaling for emergency surges difficult, even as hybrid work became critical for agent retention.

By consolidating on NICE CXone, 211 LA established a cloud-native, work-from-anywhere foundation that enabled fast nationwide agent activation, seamless remote operations, automated SMS outreach, and streamlined journey orchestration to reduce redundant data entry. The platform improved uptime and reporting, supported proactive crisis outreach (e.g., weather and rent-relief responses), helped deliver 600,000+ service referrals in 2023, and positioned the organization to add AI-driven insights and automation for even better client support.

211 LA County

Amy Latzer

Chief Operating Officer