Tag: Amazon Connect

Beginning on April 1, 2023, state Medicaid agencies (SMA) will have one year to “unwind” temporary COVID-era changes and return to pre-pandemic ways of working. A major part of that will be re-verifying that all 91 million members still qualify to receive Medicaid benefits. For nearly a year, AWS has supported SMAs with in-house Medicaid expertise to identify unwinding issues and develop solutions to address them. The top four concerns that SMAs have shared are in approaching outreach and engagement, staffing shortages, returned mail, and reporting capabilities. Learn how AWS can help states across the country overcome these challenges across different scenarios.

AWS is helping the 911 community mitigate the impact of staffing shortages on call wait times by providing 911 centers the means to automate the receipt and resolution of designated non-emergency calls. Learn how the Jefferson County Communications Center Authority is already seeing improvements using an AWS solution, and discover the solution’s components that support 911 centers in handling non-emergency calls at scale.

For the 67th consecutive year, the North American Aerospace Defense Command (NORAD) will put technology to work to track Santa and his reindeer as they make their famous trip around the world. On December 24—the night before Christmas—children everywhere can contact the NORAD Tracks Santa (NTS) program, supported by AWS and Amazon Connect, to receive live updates on Santa’s whereabouts.

In the last few years, many state motor vehicle departments agencies quickly transformed their processes and adopted new procedures to accommodate changes caused by the COVID-19 pandemic, like social distancing, contactless interactions, decreased staffing, and other constraints. Now, agencies can build upon these changes by modernizing their systems with intelligent automation—transitioning from reactive to proactive engagements with their citizens. Learn how to use AWS to connect and retrieve data either from an enterprise on-premises database or other third-party integration that allows for both a modernized outreach or an inbound customer experience.

Nonprofit leaders today have various technical products and solutions to consider. The addition of “smart technology” to your nonprofit’s technology conversations may seem intimidating or even unfamiliar to the human-centered work that your organization does. But smart technology can help make your nonprofit’s work more human – automating burdensome tasks for your teams and directing their creativity and bandwidth to what really matters: your mission. Learn how nonprofits can use AWS to develop smart tech to innovate for their communities.

To gain operational efficiencies and reduce workload burdens on employees, some state finance and tax agencies are leveraging robotic process automation (RPA) on AWS. RPA is a software tool that integrates with almost any system or application and performs manual, repetitive, time-consuming tasks. Tax agencies can use AI and ML to support the sheer size and scale of data they manage and to access and analyze all types of data with ease, including voice, video, and streaming data. Find out three ways AI and ML are creating measurable outcomes for tax agencies.

AWS announced that Amazon Connect, its omnichannel cloud contact center service, has achieved FedRAMP Authorized status at the High Impact Level. FedRAMP is a US government-wide program that promotes the adoption of secure cloud services across the federal government by providing a standardized approach to security and risk assessment, and continuous monitoring for cloud technologies and federal agencies. In this blog post, learn how to deploy a secure Amazon Connect contact center with conversational AI features to route callers and chatters to the agents best able to assist them.

With Amazon Connect, nonprofits are able to build a robust, scalable omnichannel cloud contact center to provide reliable, secure, and cost-effective services to their community, all without needing to provision any underlying infrastructure. In this blog, learn how to leverage AWS CloudFormation templates to quickly and simply set up Amazon Connect.

Earlier this year, the Australian Bureau of Statistics (ABS) ran the Australian Census, the agency’s most significant workload, on Amazon Web Services (AWS). The Census is the most comprehensive snapshot of the country, and includes around 10 million households and over 25 million people. With the COVID-19 pandemic causing lockdowns across the country, ABS needed a digital option for the Census that was accessible and reliable for millions of people. They turned to the cloud.

Public sector organizations want to innovate the way they engage their communities to make information easier to access, improve user experience, expand their reach by supporting multiple communication channels, and improve efficiency and scalability through intelligent automation. Conversational artificial intelligence (AI) and chatbots can be used to transform the customer experience, enhance engagement, improve services, and help scale more simply.