SoftwareOne Project for Community Service Client to be Featured on Advancements with Ted Danson
SoftwareOne’s work with social service call centers will be showcased alongside emerging tech transforming a variety of industries.
SoftwareOne’s innovative work with Orange County United Way will be featured on Advancements with Ted Danson airing on Bloomberg TV on October 25 at 8:00 pm ET. The segment highlights how advanced cloud and AI technologies are transforming access to critical social services for thousands of residents in Orange County, California. By modernizing the 211 call center with Amazon Connect and generative AI, SoftwareOne helped reduce wait times by 85%, ensuring that people in urgent need can connect with vital resources faster and more efficiently.
“I’m so proud of our team for the impact they’ve made through this project,” said Regina Manfredi, SoftwareOne Regional President, North America. “It reflects our deep commitment to harnessing technology not just for innovation, but to serve people and communities in meaningful ways. Being featured on Advancements with Ted Danson shows how purpose-driven technology can help build a more inclusive and sustainable future.”
Advancements is an educational TV series that explores recent developments across several industries and economies. With a focus on some of the major innovations responsible for global progress today, the award-winning show goes behind the scenes to discover and share how technology and innovation continue to drive the world forward.
SoftwareOne helps organizations like Orange County United Way maximize community impact through the modernization of technology resources.
Across the U.S., local organizations like United Way power 211, which is a free, confidential service that connects people with local community resources for health and human services. In 2023, Orange County took over that region’s 211 service.
“When we acquired 211, my primary objective was to get United Way to really be a catalyst for change,” said Chris Tickenor, Orange County United Way’s Chief Transformation Officer. “Getting advanced technologies and innovations integrated within 211 was a primary objective, and SoftwareOne really matched their visions to what I had in mind.”
In Orange County, where one in three households struggles to meet basic needs even with full-time employment, this means an 85% reduction in call wait times for those seeking assistance, enhanced coordination among service providers, and improved triage for high-priority calls, allowing those in urgent need of help to connect with the right resources right away. It also means that Orange County will save hundreds of thousands of dollars by preventing crises, rather than reacting to them, building a more sustainable future for residents and service organizations.
Automated Call Routing and Agent Enablement
The SoftwareOne team achieved these outcomes by implementing automation throughout Orange County’s 211 deployment, allowing common call types to be identified before they even reach real people. It also pulled necessary data out of silos and into easily accessible, consolidated locations to eliminate the need for employees to search through multiple databases looking for the right resources. The automation also provided employees with comprehensive call and service histories for repeat callers, enabling more effective, targeted help.
Predictive Analytics for Social Impact
Generative AI functions added analytic and predictive capabilities so that Orange County United Way can make data-informed projections about future needs, predicting periods of high demand to ensure appropriate staffing, and saving lives and money by shifting efforts away from urgent crisis response.
Tune in on Bloomberg TV, Saturday, October 25, to see how SoftwareOne is helping transform community service through technology.
About SoftwareOne and Crayon
SoftwareOne and Crayon have joined forces to become a global, AI-powered software and cloud solutions provider. With a presence in over 70 countries and a team of around 13,000 professionals, the combined organization brings together global scale and local expertise to help clients reduce costs, accelerate growth, and navigate complex IT environments with confidence. Leveraging deep capabilities in cloud, software, data, and AI, the company empowers organizations to modernize, innovate, and unlock the full value of their technology investments. Exchange and Euronext Oslo Børs under the ticker symbol SWON. Visit us at www.softwareone.com
