Case Study: United Way of Connecticut achieves rapid remote agent deployment and scalable, busy-signal-free COVID-19 support with NICE Systems CXone

United Way of Connecticut enjoys business continuity with CXone

United Way of Connecticut operates statewide 2-1-1 referral lines that connect residents to food, housing, utility and health services. During the COVID-19 pandemic call volumes spiked dramatically, exposing limitations of its on‑premises Cisco system, which generated busy signals, required costly excess phone lines and surprise hardware upgrades, and couldn’t scale to meet rapidly changing demand.

The organization migrated to the NICE inContact CXone cloud platform, adding IVR self‑service, omnichannel routing and workforce management so agents could work from home. CXone enabled them to move agents in less than a week, build a new contact center in under a day and design an IVR in one afternoon, eliminating busy signals and hardware expenses, shifting to predictable operating costs and attracting new clients thanks to cloud scalability.

United Way of Connecticut

Jesse Blakeslee

Director of IT Operations