SoftwareOne has announced an expanded partnership with United Ways of California, a US nonprofit organization specializing in education, health and finances, to enhance the operations of the human and social services 211 hotline.
The initiative aims to improve access to social care services for community members across nine California United Ways, transforming how critical resources are delivered.
This expanded multi-year agreement will see SoftwareOne modernize customer interaction systems in 211 centers serving 28 counties, in collaboration with over 4,000 community-based organizations. The upgrades include advanced data and AI analysis tools powered by Amazon Connect, a cloud-based contact center solution capable of managing over one million calls annually.
Several centers, including Orange County United Way, have already implemented the system, with Inland SoCal United Way and 211 Sacramento following suit. Six more California United Ways plan to adopt the system by the end of 2025. The improvements promise to enhance efficiency, streamline call routing and provide better data analytics to ensure users receive timely and accurate support.
“As the first United Way 211 in California to implement Amazon Connect, we’ve seen the direct impact of SoftwareOne’s on-time, on-budget deployment in Q3 of 2024,” said Liz Andrade, director of 211 OC.
“More importantly, Amazon Connect, as configured by Software One, has strengthened 211 OC’s ability to serve our community, enhancing agent efficiency, improving data analytics on client interactions and seamlessly integrating with our Salesforce-based Closed Loop Referral System.
Dave McCann, acting CTO of United Ways of California, explained that to connect those in need with the services they require more efficiently, the company “needed to modernize and digitally transform its approach”.
“Working with a leading global software implementation provider such as SoftwareOne to implement modern contact centre capabilities with Amazon Connect, is central to enhance efficiency for United Way 211 agents. County supervisors, taxpayers and our donors want provably cost-efficient services and optimal client outcomes. Next step is our planned Data Exchange,” McCann added.
“Having already piloted our approach with Orange County United Way in 2024, we bring an optimized, cost-efficient migration and modernization approach that will provide an immediate impact at lower cost,” said Shane Cronin, co-president of North America at SoftwareOne. “Ultimately, it’s about connecting the right people to the right organizations with the right data to improve social care and human connections.”
What it means for ERP insiders
Transforming the daily operations of ERP end-users in nonprofits: For nonprofit leaders, managing the intricacies of high-demand social care services is no small feat. The expanded partnership between SoftwareOne and United Ways of California promises to revolutionize day-to-day operations. Whether a 211 director juggling limited resources or a contact center manager ensuring accurate call routing, this new integration of Amazon Connect is expected to enhance efficiency. From faster client assistance to leveraging AI-driven analytics, these modernized systems can contribute with targeted, timely care while optimizing teams’ workflows.
Contextualizing the modernization in a growing market: The nonprofit technology market is expanding rapidly, reflecting global macro trends emphasizing digital transformation. The global cloud-based contact center market alone is projected to grow from $25bn in 2024 to over $55bn by 2030, driven by advancements in AI, automation and scalability. Providers like Salesforce, Genesys and Five9 also compete in this space, offering similar solutions tailored to various sectors. SoftwareOne’s position as an AWS Premier Tier Services Partner allows it to deliver a competitive edge with Amazon Connect, ensuring scalability and tailored support for large-scale initiatives like United Ways of California’s 211 centers. These partnerships underline a broader shift: nonprofits are increasingly adopting enterprise-grade technologies to enhance their reach and impact.
Key considerations for evaluating technology providers: When selecting technology providers for modernizing contact centers, ERP end-users should prioritize scalability, integration capabilities and data security. Solutions like Amazon Connect offer flexible, cloud-based systems that adapt to fluctuating demand, a critical feature for handling the volume of calls during emergencies. Compatibility with existing tools and workflows ensures seamless adoption without disrupting operations. Additionally, the ability to harness AI-driven insights for decision-making is becoming a must-have. Finally, end-users should assess the vendor’s commitment to cost-effectiveness and social impact. Choosing a provider with proven expertise in the nonprofit sector ensures that an organization’s unique needs are met with precision.
