Case Study ON THE NICE SOLUTION ABOUT 211 LA AND EXPIVIA INTERACTION MARKETING 211 LA connects Los Angeles County residents with community organizations that provide health, human and social services. The nonprofit’s team of 50 community resource advisors provide information and referrals to about 500,000 people every year. Expivia Interaction Marketing Group is a U.S.-based business process outsourcer (BPO) that serves a wide variety of clients, including healthcare organizations, financial services companies and professional associations. Its 500+ agents handle up to 30,000 contacts daily via phone, email and chat. RESUL TS ACHIEVED 211 LA County y Quickly scaled workforce to handle 150% increase in call volume y Integrated 200 agents from Expivia to help handle interaction

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