Cloud-Based Call Center Technology

About the Program

Category: Human Services (Best in Category)

Year: 2020

HHSA’s Eligibility Operations Access Customer Service Center worked with Aging and Independent Services (AIS) and Child Welfare Services (CWS) to integrate into a new single call center software — NICE inContact CXone; a cloud-based, omnichannel routing, AI embedded, customer experience platform. In addition, Access Customer Service Center partnered with 2-1-1 San Diego to expand on customer service opportunities and provide a positive experience. The cloud-based software also expanded opportunities for staff to work from home. This integration of four call centers will not only give customers a streamlined and consistent experience, it also ensures the County of San Diego is prepared to continue operations in the event of a disaster.