Case Study ON THE NICE SOLUTION CUSTOMER PROFILE Nonprofit information and referral service for residents of Los Angeles County, California. WEBSITE www.211la.org NICE CXONE SOLUTIONS y CXone Open Cloud Foundation y CXone Omnichannel Routing y CXone Workforce Management y CXone Quality Management y CXone Interactive Voice Response y CXone Automatic Contact Distributor RESUL TS ACHIEVED y As a result of increased productivity, increased FTE by 20% y Boosted forecast accuracy and reduced Workforce Management effort y Improved the customer experience with greater insights delivered through CXone y Expanded communication channels for all customers y Reduced effort and speed to update and customize IVR options On NICE CXone 211 LA ABOUT 211 LA 211 LA connects Los Angele

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