AWS Public Sector Blog

Tag: contact center

Governments create cloud-enabled constituent engagement systems to solve challenges and innovate communities

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.

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Supporting the LGBTQ+ communities of L.A. with scalable contact center solutions

The Los Angeles LGBT Center has cared for, championed, and celebrated lesbian, gay, bisexual, transgender, and queer (LGBTQ+) individuals and families in Los Angeles and beyond since 1969. Today, it provides direct services for more LGBTQ+ people than any other organization in the world. The center’s chief information officer, Allen Spiegler, shares how the nonprofit adopted Amazon Connect to scale their crucial contact center services to meet explosive demand—virtually overnight.

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UT Austin connects students with answers faster using Amazon Connect

The College of Liberal Arts at University of Texas at Austin wanted to make it simple for students, faculty, and staff to contact support agents. This is how they built and scaled a contact center solution on AWS with Amazon Connect that reduced call wait time, cut costs, and more easily resolved technical issues — all while call volume more than quadrupled.

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How cloud can help agencies enhance security, save costs, and improve mission delivery through the Technology Modernization Fund (TMF)

With a new round of funding, the US federal government has the opportunity to advance the largest government-wide technology modernization program in a generation. As part of the American Rescue Plan that was signed into law in March, federal agencies are eligible to modernize their mission delivery with additional money available in the Technology Modernization Fund (TMF). Cloud computing offers a variety of solutions agencies can consider for TMF projects.

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Creating an outbound calling solution during a pandemic using Amazon Connect

City and state government leaders are on the front line fighting COVID-19. Government agencies need to reach their constituents at a moment’s notice to communicate everything from the location of disease hot spots, calls for volunteers, providing life-saving guidelines, and keeping the public informed about the current state of affairs. They need to be able to reach citizens virtually or through electronic methods, since meeting in person isn’t an option. In this blog, you learn how to create an Amazon Connect instance, set it up in over a dozen languages, and send messages to millions of people in a short period of time.

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