CASE STUDY About Access Customer Service Center The Access Customer Service Center is the contact center for San Diego County’s Health and Human Services Agency, which offers food assistance, cash, healthcare, employment service and housing support for San Diego County’s more than 3.3 million residents. Access employs 2,500 agents who pride themselves on offering world-class customer service to San Diego County’s most vulnerable population while supporting healthy, safe and thriving communities. Access handles an an- nual contact volume of 1.8 million, making it one of the busiest government contact centers in the country. The Challenge The Access Customer Service Center’s mission is to provide outstanding customer service. However, its on-premises Avaya system made it difficult to

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