Government | County Services

40,000 calls deflected. Hold times cut from 15 minutes to two. LA County did it without taking public services offline.

Los Angeles County modernized a fragmented contact center into a single cloud-hybrid platform on AWS. In the first year: 40,000 calls deflected to automated IVR and average hold times dropped from 15 minutes to two.

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40,000 calls deflected to automated IVR in the first year
15 → 2 min average hold time, an 87% reduction
80 agents retrained on the new system with zero service disruption

THE OUTCOME

Los Angeles County modernized a fragmented contact center into a single cloud-hybrid platform on AWS. In the first year: 40,000 calls deflected to automated IVR and average hold times dropped from 15 minutes to 2.

HOW THEY GOT THERE

Presidio designed a phased migration through Presidio’s Cloud Gateway, connecting cloud-based IVR to the county’s existing on-premise infrastructure. High-volume, repetitive calls were automated first. A cloud desktop unified caller data with on-premise ticketing systems. Presidio partnered with Symbee to replicate agent desktops with live performance metrics, then retrained all 80 agents.

WHY IT WORKED

A county this size can’t pause public services for a technology migration. The phased approach meant the county captured wins early, deflecting call volume and cutting hold times, while the broader migration continued in the background. The foundation is now in place for SMS-based self-service as the next phase.