Parkerville deploys RingCentral UCaaS to future-proof communications.
West Virginia 211
West Virginia 211, a statewide information and referral hotline, uses RingCentral AI Receptionist (AIR) to reduce costs, streamline call routing, and ensure callers quickly connect with the right specialists.
Region
Americas
Company size
1–19
Industry
Nonprofit
Products used
100+
location-based routing made simple with AI Receptionist
40K+
annual inbound calls
170
average number of daily call transfers
Every call to 2-1-1 matters because it could easily be a person in crisis. We're continuously improving our system to connect callers with the right specialist—fast.
Brett White
Executive Director
When every call is a lifeline, every second counts
For many, the simple act of dialing 2-1-1 is a vital link to safety and stability. In their most critical moments, hundreds of West Virginians turn to 2-1-1 daily for essential information and support. It is a free and confidential service provided by the United Way of West Virginia that connects area residents to critical resources when they need help the most, whether during a personal crisis or a widespread emergency.
When an individual calls 2-1-1 in West Virginia, they are prompted for their zip code to be quickly routed to one of 14 local specialists at nine United Way locations across the state. Previously, West Virginia 211 relied on a third-party call center but this was proving to be costly. As an information and referral hotline, the team also required the ability to make rapid system changes in response to crises and operational updates. With every call potentially representing a person in urgent need, the organization recognized it was time to find a more efficient and agile solution. When considering alternatives, Brett White, executive director of West Virginia 211 noted that “several other 2-1-1 services across the country recommended RingCentral, so that's the direction we chose."
Experience AI Receptionist in action
Implementing AI for critical communications
The team at West Virginia 211 knew they needed to transition away from their external call center, but the path forward seemed daunting. They anticipated a massive undertaking to manually program individual Interactive Voice Response (IVR) menus for each of their 14 United Way locations and the hundreds of zip codes they serve. That’s when they discovered the power and simplicity of RingCentral's AI Receptionist (AIR). Any concerns about transitioning inbound calls to AI subsided when they realized they could save significant time during both the implementation of AIR and also managing their daily call volume.
Instead of programming hundreds of routing options manually, the team could easily customize intelligent call routing by putting in zip codes and other keywords that AIR would use to route calls accurately to the right locations. Brett pointed out that “the ease of migration was a huge early benefit because it took mere hours, not weeks like we had initially imagined.” This operational success led to other valuable outcomes including the ability to better answer and route 40,000+ annual calls with an average of 170 daily call transfers that needed human touch. West Virginia 211 was also able to eliminate the external call center which resulted in significant cost savings. These were the powerful efficiencies the organization was looking for.
A smarter, faster connection to help
Beyond the initial operational efficiencies, the team gained an unprecedented level of control and agility. This newfound flexibility was put to the test during a recent flooding emergency. As some call specialists were impacted and needed to forward their calls, the team adjusted routing on the fly, ensuring no call for help went unanswered.
One of the biggest benefits of AI Receptionist is how quickly we can make changes to our system. If we need to assign a zip code to a different person, we can go into the context and do it very quickly. During emergencies like the recent flooding, this flexibility becomes even more crucial.
Brett White
,
Executive Director
Expanding AI's role in 211
Looking ahead, West Virginia 211 is exploring ways to leverage AIR's capabilities even further. The team is investigating using AI to answer basic, urgent questions during off-hours, providing preliminary information on resources for issues like flood relief or utility assistance before a live specialist is available the next morning.
By embracing RingCentral's AI Receptionist, West Virginia 211 has transformed its operational efficiency, ensuring that when West Virginians reach out for help, they are met with the speed, precision, and human connection they deserve.
We're excited about the possibility of using AI to provide more immediate assistance during nights and weekends. While we always want callers to connect with a human specialist for personalized help, having the AI provide basic information about available resources could be extremely valuable in those after-hours situations.
Brett White
,
Executive Director
More to explore
The world’s top provider of free coding resources uses RingCentral Events to connect with and educate thousands of young people all over the world.
Neon One
This leading software provider to the nonprofit community uses RingCentral Events to create virtual events that draw thousands of attendees, generate quality leads, and grow its business.
Meals On Wheels South Australia
Discover how Meals on Wheels SA streamlined communication across 84 branches, reduced telecom costs by over 30%, and enhanced service delivery with RingCentral's cloud-based solution.
Hostelling Scotland
Find out how the charity reduced its IT maintenance burden, improved its resilience and more, by switching to RingCentral.
VetsinTech
Meet VetsinTech, a nonprofit that used RingCentral Events to reach three times as many veterans with the goal of helping them start new careers in tech.