Case Study: County of San Diego strengthens emergency response and customer experience with NICE Systems

County of San Diego Strengthens Emergency Response and Everyday CX with NiCE CXone Mpower

The County of San Diego’s Access Customer Service Center needed a faster, more resilient way to support residents after a historic flood, while also fixing a callback process that was causing thousands of missed connections each month. Using NICE Systems’ NiCE CXone Mpower platform, the county aimed to improve emergency benefits delivery, reduce abandoned calls, and handle high-demand service more efficiently.

NICE Systems helped the county build a new IVR, queue, and Disaster CalFresh application process in under 48 hours, while also launching SMS reminders and smarter callback workflows through Studio and ACD. The results were significant: more than 10,000 disaster calls were handled, 6,000+ applications were processed in three weeks, and $5.7 million in relief benefits were issued. Missed callbacks fell 40%, abandonment dropped 10%, wait times went from two minutes to near zero, and the county scaled from 10 to 100+ agents during the emergency.

County of San Diego