Florida Department of Children and Families
One answer, whether it comes from an agent, a volunteer or the public site
The Florida Department of Children and Families (DCF) provides critical support services to millions of residents across the state.
Polly.Help has transformed how we manage and deliver knowledge across all levels of our contact center. It’s reduced complexity for our staff and improved the consistency of the information we provide, whether you’re a new agent, a volunteer, or a customer calling for help.
Todd PalmerCall Center Operations Manager, Florida Department of Children and Families
Where it started
What was in the way.
With high volumes, complex regulations, and a diverse user base, DCF needed a better way to ensure consistent, accurate, and fast answers, whether from contact center agents, volunteers, or online resources.
Inconsistent answers across different agents, teams, and contact centers
Critical knowledge stored in disconnected systems, notes, or outdated OneNote files
Difficulty managing surge support with untrained volunteers
Customers calling multiple times to receive the answer they were hoping for
What was built
One foundation, four decisions.
What it delivered
What changed for Florida Department of Children and Families.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
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Your stack, connected
You run one contact-center platform. Not eight.
So we do not ask you to replace it. Polly sits underneath the tools you already run and feeds every one of them the same validated answer.
Contact center you run one
Agent assist and self-service inside the platform your team already works in, all day, every day.
CRM and workplace
The same answer where the customer record and the conversation already live, so nobody has to switch tabs to be right.
Open by design
Whatever is next on your roadmap connects to exactly the same source, including the tools we have not met yet.
Polly
One validated source, maintained in one place, by the people who own the answer.
Maintained once. Validated once. Delivered everywhere.