Case Study: City of Pittsburgh goes remote in under a week with Twilio Flex

City of Pittsburgh goes remote in less than a week with Twilio

The City of Pittsburgh faced the challenge of enabling its 311 call center operators to work remotely and handle a massive spike in call volume due to the COVID-19 pandemic, all while maintaining essential public services. The city needed a rapid solution to replace its legacy, on-premise system and ensure the safety of its staff.

Using Twilio Flex, the city implemented a cloud contact center solution in just four days. This allowed operators to handle calls efficiently from home. The results included a more efficient call triage system, significantly reduced wait times, and fewer abandoned calls. The City of Pittsburgh was able to maintain critical services and demonstrated remarkable agility with the solution from Twilio.

City of Pittsburgh