Case Study: 2-1-1 @ IMPACT (211-Impact) scales to 1,000+ ports and ensures 24/7 emergency response with NICE Systems (inContact)

Emergency Response to a Flood of Calls

2-1-1 @ IMPACT is a 24-hour central access point for Milwaukee County residents seeking family, health and social services. When a severe July 22, 2010 flood damaged roughly 15,000 homes, call volume surged from the usual 400–600 daily calls to more than 1,300 in queue within 12 hours, forcing the organization to handle over ten times its normal load while ensuring callers didn’t get busy signals and could quickly report damage and get information.

By using inContact’s cloud contact-center platform, 2-1-1 @ IMPACT rapidly scaled capacity (from about 70 ports to over 1,000), tripled its agent pool in minutes, and deployed at-home agents. Flexible IVR scripting, quick recording changes (three times faster than their prior system) and callback/queue management cut queue times, reduced repeat calls, and stabilized call volume—allowing continuous 24/7 availability and faster delivery of critical information.

211-Impact

Jackie Bentilla

Information Technology Specialist