Tag: contact center

Benefit programs like unemployment insurance are complicated and time-sensitive with weekly eligibility requirements. As a result, contact centers routinely experience high call volume that increases exponentially during economic downturns. Yet for many constituents, contact centers are the only lifeline to get the answers they need while looking for work. More than ever, agencies can benefit from AI and automation to reduce call volume, improve self-service, and empower staff productivity—not just to maintain service levels during low unemployment, but to scale and rise to the occasion of unexpected surges in demand.

Peraton, an Amazon Web Services (AWS) Premier Partner, has worked with multiple government agencies to improve both customer and agent experiences using Amazon Connect. This post explores how Amazon Connect, the cloud contact center solution from AWS, delivers relevant information to agents through a unified experience to help government organizations and agencies of all sizes improve interaction with customers and employees.

When the COVID-19 pandemic hit, New Mexico’s Human Services Department (HSD) needed a new way to deliver contact center services safely and found it with Amazon Web Services (AWS). Using Amazon Connect, a cloud-based, artificial intelligence (AI)-powered contact center, HSD scaled to meet demand and enabled workers to answer people’s questions from their homes.

One of the biggest constraints in providing equitable access to care is the language barrier between providers and the patients they serve. For Medicaid agency call centers, there aren’t enough agents to support communication in all the languages requested by a state government. Some states want to support nearly 20 languages in the call center […]

With the help of Kyndryl and Amazon Web Services (AWS), Arizona’s Motor Vehicle Division (MVD) migrated its business service desk into Amazon Connect to improve customer service, increase efficiency, and save costs. Read this blog post to learn how the MVD continues innovating and enhancing services to better serve the people of Arizona.

With state Medicaid agencies (SMAs) contacting all their members, contact centers must scale to meet increased demand—however, staffing shortages can make this outreach and call support difficult. SMAs can support staff members and make sure members get their communications needs met by using AWS and cloud technology to introduce automation into their outreach process. Learn how to deploy a serverless outbound campaign to meet Medicaid unwinding outreach needs and support agency staff members by streamlining the outreach process.

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.

As one-time donations increasingly become the norm, nonprofit development teams are challenged to think outside-the-box to attract, retain, and communicate with their valuable supporters. Nonprofit organizations can use data to inform an enhanced engagement strategy, but many are challenged to unlock the full value of that data affordably and at scale. To help nonprofits use the cloud to build innovative fundraising and member engagement solutions, we are launching a new program – AWS TechAction.

A constituent engagement system helps governments communicate, listen, and respond to informational, service, and transactional requests from their communities. Governments across the US are embracing the cloud to optimize constituent engagement systems and improve the experience, reduce and eliminate friction for both enterprise employees and their customers, and manage first contact burdens on staffed, centralized intake points to liberate resources for higher priority initiatives.