Tag: contact center

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.

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.

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.

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.