During the January 2025 wildfires, 211 LA leveraged NICE’s CXone Mpower to handle 42,000 wildfire-related contacts and place over 17,000 individuals in emergency shelters. NICE enabled rapid training of 200-300 users in just two days, maintained a 7-minute average handle time, and ensured zero dropped calls or connectivity issues despite peak demand. CXone Mpower helped 211 LA deliver fast, human-centered crisis response while maintaining pre-crisis service levels during this urgent community emergency.

Join for free to read