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Transforming the New York City Department of Social Services (DSS) with a Cloud-Based Contact Center Solution

C1Gov, in partnership with NICE inContact, transformed NYC’s Department of Social Services call center, adopting a cloud-based CXone platform. This modernization enhanced operational efficiency, scalability, and customer service quality, effectively addressing high call volumes and integrating advanced technological solutions in public service delivery.


The New York City Department of Social Services (DSS) grappled with an outdated call center system, struggling to manage an overwhelming annual call volume of 7.1 million. Operating on two separate on-premises platforms, the legacy telephony infrastructure had reached its end-of-support stage, leading to frequent dropped calls and busy tones. Furthermore, the modern on-premises Avaya platform necessitated extensive technical support due to its complex Computer Telephony Integration (CTI) with the Case Management system.

The rising list of customer-facing applications and menu options was causing public confusion, resulting in increased call volumes and wait times. The challenge for DSS was multifaceted: to upgrade its call center infrastructure to a more efficient, scalable, and user-friendly system while adhering to the diverse and growing needs of the public. The solution had to address these operational inefficiencies and prepare the department for future scalability and technological advancements.


To address these challenges, DSS collaborated with C1GOV and NICE inContact, transitioning to a cloud-based Contact Center as a Service (CCaaS) solution. This innovative move involved setting up development, test, and production hardware environments in the cloud, along with establishing secure connectivity between the cloud environment and the NYC DSS network.

The new multi-tenant contact center solution, CXone, featured enterprise-grade capabilities, including multi-channel Automatic Call Distribution (ACD) with intelligent skills-based routing, Interactive Voice Response (IVR) with speech recognition, and integrated CTI. This cloud-based platform supported various methods for integrating with third-party software, offering seamless data transport and increased agent productivity. Additionally, the solution’s scalability and efficiency were key to handling large call volumes and reducing wait times. The CXone platform also integrated seamlessly with numerous CRM solutions, enhancing operational flexibility and ensuring continuity in service delivery.


The transformation of NYC DSS’s call center to a cloud-based CCaaS solution significantly enhanced the department’s operational efficiency and service quality. The CXone platform provided a more efficient, user-friendly service for the public, establishing a flexible foundation for future growth and innovation.

This transition to a cloud-based solution ensured nearly instantaneous scalability, enabling NYC DSS to connect customers with the right agents quickly and efficiently. The robust disaster recovery feature of the platform ensured minimal service outage impacts, thereby enhancing the department’s business continuity plans.

Moreover, the collaboration with C1GOV and NICE inContact empowered NYC DSS to modernize their contact center operations at an affordable cost while improving agent productivity, enhancing customer service quality, and increasing overall operational efficiency. This project stands as a testament to the successful integration of advanced technology in public service, showcasing how strategic technological upgrades can significantly enhance service delivery and customer experience.