State of Kansas Department for Children and Families

The State of Kansas Department for Children and Families (DCF) has eight agencies within the Amazon Connect call center. These agencies include the Economic and Employment Services, Protection and Reporting Center, Low Income Energy Assistance Program, Vocational Rehabilitation, Department of Corrections, Foster Care and Child Care, Customer Service, Collections and P-EBT. The call center includes 1,319 supervisors and agents that service an inbound call average of 45,000+ calls a month.

The DCF call centers were originally stood up as a response to the COVID-19 pandemic when the agency went from working in office to working entirely remote. Since standing up a completely cloud-based remote call center, DCF has expanded their usage of Amazon Connect and began to look deeper into their analytics to understand their clients’ needs. The agency has advanced their voicemail by creating agent extensions that connect the caller directly to the agent or the agent’s email. The protection and reporting center, which can handle challenging conversations with citizens and case workers, leverages AWS Wisdom to pull key documentation to guide conversation and answer difficult questions. All call centers use Amazon Connect Contact Lens to summarize call reasoning and have a better understanding of why their clients are calling. This data had been used to add additional functionalities like customer profiles.