Zing works with New Jersey Prevention Network to improve resident access to addiction support

The Challenge

The New Jersey Prevention Network (NJPN) is a public health agency focused on preventing substance use and addiction across New Jersey. As part of a new initiative to improve access to personalized support through the New Jersey Prevention Hub, NJPN needed a simpler, more effective way for residents to connect with the right help quickly.

How we helped

NJPN approached Twilio for a communications solution, and Twilio introduced the team to Zing as a specialist Twilio Build partner.

Working closely with NJPN, Zing designed and delivered a Twilio-based Phone Hub that replaced 21 separate county numbers with a single state wide point of access. Smart IVR routing in English and Spanish simplifies the caller journey, helping residents reach the right support without being passed fromagent to agent. The solution now enables callers to access help within a target of 20 seconds.

In a sector where digital automation is often the focus,this project reinforced the value of technology that preserves humanconnection. By streamlining the route to support, the Phone Hub helps ensurethat people seeking help can reach someone who can respond with care, contextand understanding.

Delivered through a short, focused engagement, the solution gives NJPN a clearer, more scalable way to manage inbound calls and improved the experience for Prevention Hub callers across New Jersey.

Could this work for our organisation?

This is a great example of the breadth of our services: from AI driven Virtual Agents to traditional call and messaging solutions. Reach out to the team if you'd like to discuss your requirements.