Whenever they need health and human service assistance, residents of Los Angeles County call a centralized number for help: 2-1-1. As one of the oldest and most established 2-1-1 organizations in the US, it is a well-established resource center that responds to more than 500,000 calls annually.

Faced with the need to upgrade its legacy premise-based equipment, it has tried a cloud-based alternative that could deliver a complete solution with built-in disaster avoidance, guaranteed high availability for always-on customer service, and actionable data from contact center reporting.

"On-premise is not a business model that works for us any longer, especially with how quickly technology changes now," said Maribel Marin, Executive Director, 211 LA County. "We have been struggling with wind storms and power outages, and those are the times when demand for our services is the greatest. The fact that we can have redundancy through the cloud gives us the disaster avoidance we need, in a more cost-effective way than purchasing all of the equipment of a premise solution."

211 LA County now uses inContact's contact routing, ECHO survey and workforce optimization (WFO) solutions, including Workforce Management, eLearning and Quality Management, to ensure leading citizen service, uptime and reporting metrics.

It also enables the organization to partner with and route calls to any of the other 33 similar organizations using inContact in the event of an emergency, whether LA County is without power and Internet, or the call volume extremely spikes.

"We are very happy to add 211 LA County to the growing list of 2-1-1 organizations that are providing critical citizen services at the time of greatest need and depending on the inContact cloud solution to meet these important requirements," said Paul Jarman, inContact CEO.