Case Study: 211 LA County achieves 150% surge handling and business continuity with NICE Systems (CXone)

CXone Enables 211 LA and Expivia to Maintain Business Continuity During COVID-19

211 LA is a nonprofit that connects Los Angeles County residents with health and social services; its 50 community resource advisors faced a sudden 150% surge in COVID-19–related calls while needing to move staff to remote work immediately. To handle the volume and preserve business continuity, 211 LA needed a partner already on the NICE CXone cloud platform to allow quick onboarding and visibility into remote agents.

Expivia, a CXone-using BPO, transitioned 500+ agents to work-from-home within 72 hours and trained staff on 211 LA’s operations in 48 hours, ultimately integrating about 200 agents to support calls. Leveraging CXone’s cloud routing, telephony and management tools, the partnership scaled capacity, maintained service levels during the pandemic, and ensured uninterrupted access for callers.

211 LA County

Amy Latzer

Chief Operating Officer