Client Overview
United Way of Greater Chattanooga manages one of Tennessee’s key 211 centers and plays a leadership role in modernizing 211 services statewide. Focused on equitable access and crisis readiness, the organization supports thousands of residents seeking help with essential needs, often in high-stress, high-stakes moments.
The Challenge
Despite their leadership, United Way’s 211 operations were held back by outdated, fragmented systems. Each regional center used different tools, making it nearly impossible to coordinate support or scale during crises.
Callers couldn’t request callbacks or see queue positions, while agents lacked shared systems and visibility across teams. The organization also required a platform that could meet strict standards for data ownership, privacy, and SOC 2 compliance—none of which were adequately supported by previous tools.
LinkLive Resolution
United Way implemented LinkLive across its Chattanooga and Nashville 211 centers, unifying both regions on a single, secure platform. With smarter routing and real-time visibility, teams can now balance call volume, rotate staffing, and share resources across regions with ease.
LinkLive’s callback functionality and queue transparency significantly improved the caller experience, reducing frustration and abandonment. Internally, onboarding got faster, collaboration became simpler, and supervisors gained real-time performance insights to drive smarter staffing decisions.
Importantly, LinkLive met United Way’s high bar for compliance, including SOC 2 certification and clear data ownership protections. The team also uses AI internally in a secure, privacy-first “black box” model—ensuring no sensitive data is exposed.
Result
78% Faster Resolutions
First-call resolution improved to 78%, helping more people get what they need on the first try.
20% Happier Agents
A streamlined platform and real-time visibility led to a measurable boost in agent satisfaction.
17% Quicker Onboarding
Shared workflows and unified tools helped reduce ramp-up time for new team members.