Overview
The Access Customer Service Center of the Health and Human Services Agency for the County of San Diego aims to provide world-class customer service to the area’s 3.3 million residents. In the past, this was difficult to do because the agency’s Avaya system was outdated and inadequate.
Now, thanks to CXone, the contact center can successfully handle an annual contact volume of 1.8 million, while improving the customer experience and lowering costs. The agency improved customer satisfaction 445% while boosting other key metrics such as reducing the time to return calls by 93% and decreasing callers’ wait time by 91%.
