Nice helped United Way of Connecticut rapidly scale its 211 contact center from 25 to 300 remote agents within two weeks using CXone. This enabled effective management of COVID-19 hotline demands and the integration of the 988 Suicide and Crisis Lifeline program. Nice’s platform improved operational efficiency, reduced call answer times to just eight seconds, and supported compassionate, timely assistance for callers in crisis, empowering United Way to deliver award-winning service across multiple critical community programs.

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