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When someone calls 211 in a crisis, seconds matter. See how United Way cut wait times from 11 minutes to under 2 with Amazon Connect.
United Way is an essential part of the care coordination ecosystem, the virtual front door for people in crisis. But the system they inherited in 2023 was fragmented. The average wait time was 11 minutes, with one in five callers giving up before reaching anyone.
After moving to Amazon Connect, United Way cut that wait time to under two minutes and now sees full completion of the calls they receive. For the people on the other end of the line, like a single mother calling for emergency shelter, it means reaching real help when it matters most, and knowing they're not alone.
This is a Moments That Matter story about what changes when the technology behind a crisis line finally matches what's at stake.
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2026/10/23
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