Through statewide IT consolidation and modernization efforts, the ITS Enterprise Architecture team partnered with Amazon Web Services (AWS) and the Idaho Transportation Department (ITD) to facilitate the implementation of an AWS Connect cloud-based contact center. This collaborative approach not only streamlined project implementation, but also enhanced the attractiveness for AWS to provide investment funding for complimentary services to help accelerate project success.
The choice to migrate to AWS Connect was motivated by ITD’s vision to empower their call center operations with self-sufficiency, including:
• Reducing reliance on IT professionals or consultants for customizing call flows
• Customer interactions
• Reporting
• Flexibility to leverage more modern contact center features
Key attractions of AWS Connect:
• Integration with AWS Services: Enables agencies to leverage additional capabilities, such as chatbots, data storage, machine learning, and natural language processing, to enhance their contact center operations.
• AI-Powered Insights: By analyzing call transcripts, sentiment, and trends, agencies can better understand customer needs and improve service quality.
• Omnichannel Communication: Allows agencies to engage with customers through their preferred channels (voice, chat and email), providing a seamless and consistent experience across all touchpoints.
• Scalability and Flexibility: The platform is designed to handle high volumes of interactions, and offers flexible deployment options, including cloud-based and hybrid solutions.
• Customization and Personalization: Agencies can create dynamic call flows, design tailored interactions, and implement personalized routing strategies to meet the unique needs of their customers.
After a productive three-month engagement, ITD successfully launched their new contact center April 1st.
The adoption of an AWS contact center helped establish a secure landing zone within AWS, serving as a foundational framework for the state, and how ITS delivers services to efficiently meet our customer needs.
