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United for impact: How SoftwareOne and AWS transformed Orange County United Way’s 211 contact center

United for impact: How SoftwareOne and AWS transformed Orange County United Way’s 211 contact center

 

United for impact: How SoftwareOne and AWS transformed Orange County United Way’s 211 contact center

Orange County United Way partnered with SoftwareOne to modernize its 211OC contact center using Amazon Connect and GenAI. By integrating AI-powered chatbots and predictive analytics, the new system reduced wait times by 73%, improved call response by 85%, and is projected to cut agent call volumes by up to 40%. This GenAI-driven transformation enables faster, smarter, and more equitable access to essential services for thousands of vulnerable households across the region.

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