NJ 211 provides essential health and human services information to New Jersey residents, especially during emergencies. After experiencing limitations during Hurricane Irene, the organization needed a resilient, scalable contact center solution. By implementing the Five9 Intelligent CX Platform, NJ 211 gained flexible routing, remote work capabilities, and easily updated IVR messaging. During Hurricane Sandy and later the COVID-19 pandemic, Five9 handled massive call surges without outages, supporting tens of thousands of interactions. The cloud platform ensured uninterrupted service, enabled rapid disaster response, and strengthened NJ 211’s ability to support communities when help was needed most.

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