State governments commonly host and maintain brick and mortar call centers to support various constituent services. This approach often requires state agencies and departments to run multiple call centers at peak scale so infrastructure is in place to manage high-volume events. With a cloud based, as-a-service approach agencies and departments can utilize only the services needed at any point in time and scale seamlessly to meet high demand situations. Amazon Connect also enables agencies and departments to support entirely distributed workforces – only a laptop with internet access and a headset are required for administrators, supervisors, and agents to utilize the Connect service.

For those agencies and departments operating call centers at enterprise scale and interested in exploring Cloud Call Center as a Service the SMX Amazon Connect CCaaS Proof of Concept is a low-risk opportunity to trial and test a cloud-based call center. The proof- of-concept environment is implemented at no cost to qualified customers and includes:

• Foundational services setup – account setup, role-based access controls, standard monitoring services
• 5 call flows, 10 phone numbers
• ITSM/CRM integration
• SAML support
• Number porting
• 5 hours user of training
• Standard dashboard and reporting configuration, which can be integrated into existing BI solutions

Implementation takes about 2 weeks, and the solution is deployed for 4 weeks to support customer testing.

To qualify, customers’ existing on-premise call center footprint must average at least 500,000 minutes per month talk time