On my way home I needed to pick up some items and dashed in a liquor store and about half way through I found myself crying! A homeless man asked me what the problem was and I said, “They are going to pull the plug on my dad tomorrow and I can’t even contact the doctor to talk to him about it!” The homeless man, said “Oh, you need to call 211, they will help you.”
And I said “They can’t possibly help me with this.” The homeless man said “Oh yes, they help with just about everything!” So the next morning I called 211 and someone on the line said they would help me. He called somewhere on my behalf with me and right after that the doctor called and we made a plan for my dad to recover…he is 81 years old now, in a wheelchair, but I have my dad… and I have 211 to thank.
2-1-1 California strengthens disaster response support capabilities
2-1-1 California Selects Five9 for Network Call Center Operations
August 25, 2011
Five9, the global leader in cloud-based call center software, announced today that after undergoing a competitive bidding process, 2-1-1 California, the statewide network of local 2-1-1 information and referral providers, has selected the Five9 Virtual Call Center as its call center platform.
2-1-1 is a free phone number and online database that connects Californians quickly and effectively to existing health and human service programs, joblessness support and disaster response information in their communities. It is available twenty-four hours a day, seven days a week and in 150 different languages. Currently, 93 percent of the state’s population in twenty-seven counties has access to 2-1-1.
2-1-1 California needed an infrastructure that would support the twenty-seven counties individually, but allow for statewide coordination in critical situations such as disaster response support. Beyond the complexity of managing day-to-day operations, 2-1-1 California was also looking for a solution that would connect the network into one single system and could extend 2-1-1 disaster response services to rural areas, in anticipation of a forthcoming ruling from the Public Utilities Commission. “Five9 will allow us to extend our services across the state, at much lower infrastructure costs,” stated Nancy Findeisen, Co-chair of 2-1-1 California.
As a non-profit network dedicated to public service, 2-1-1 California was conscious of the high costs associated with traditional premise based call center systems, which can run into millions of dollars, plus ongoing maintenance fees. The 2-1-1 California network chose Five9’s cloud-based technology to avoid those costs.
“We have been looking for a telephony solution that will bring more reliability and business continuity for our multi-county 2-1-1 call center. Five 9’s unique capacities will make that a reality for us,” said Erik Sternad, Executive Director of Interface Children & Family Services, and responsible for 2-1-1 Ventura.
Additionally, powerful and flexible call routing capabilities to support all twenty-seven counties were a key requirement satisfied by Five9’s advanced technology. Many counties transfer after-hours call handling according to capacity, and Five9’s ability to change call routing on-the-fly allows individual counties to back each other up in the event of a disaster. Further, with these capabilities, 2-1-1 California can more easily provide disaster response information to counties that currently have no access.
“Call routing is critical for 2-1-1 California to successfully deliver information and referral services across the state, in many different situations,” said Mike Burkland, Chief Executive Officer of Five9. “The business flexibility provided by Five9, both financially and operationally, as a cloud-based call center solution, allows counties across the state to deliver much greater service, optimizing the resources available to them as non-profit organizations.”
Five9 is the leading global provider of cloud-based call center software for Sales, Marketing and Support. The award-winning Five9 Virtual Call Center and Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that provides the best technology, improves agent productivity, and delivers business flexibility. For more information, visit www.Five9.com. Like Five9? Tell your friends: www.Facebook.com/CallCenterSoftware