Category: Amazon Connect

The shift to cloud-based Contact Center as a Service (CCaaS) solutions offers significant opportunities for public sector organizations to transform their operations, reduce costs, and improve citizen services. Amazon Web Services (AWS) provides innovative cloud technologies like Amazon Connect that can help organizations achieve these goals. However, traditional procurement approaches may not be well-suited for acquiring these modern cloud technologies. To help organizations navigate this transition, we’ve identified six key considerations when procuring a CCaaS solution like Amazon Connect.

In this post, we discuss a noise complaint solution that uses an Amazon Bedrock Agent to serve as an intelligent interface between citizens and the computer-aided dispatch (CAD) system.

Deloitte’s Resident Outreach solution (available in AWS Marketplace) enables state agencies to adapt their resident communications through the power of generative AI on AWS. In this post, we discuss how Deloitte empowers the four capabilities of Resident Outreach: Multi-Modal Completion of Applications & Renewals, Application Nudges, Correspondences, and Campaigns.

Learn how Anthology is working with Amazon Web Services (AWS) to develop a comprehensive omnichannel contact center strategy powered by generative artificial intelligence (AI) to transform the future of student support.

Serving hundreds of thousands of residents in all 34 cities of the region, Orange County United Way provides a wide range of vital community services throughout Orange County, California. After working with Amazon Web Services (AWS) Partner SoftwareONE to migrate its crisis hotline to Amazon Connect in the AWS Cloud, United Way now boasts enhanced call routing, data collection, and supervisory tools. Read this post to learn more.

For decades, Dallas College has been a beacon of affordable higher education in the Dallas-Fort Worth metroplex. Founded in 1965, this community college has welcomed more than 3 million students through its doors, empowering them to forge new careers, obtain vital training, and give back to their community. However, as enrollment swelled over the years, […]

Benefit programs like unemployment insurance are complicated and time-sensitive with weekly eligibility requirements. As a result, contact centers routinely experience high call volume that increases exponentially during economic downturns. Yet for many constituents, contact centers are the only lifeline to get the answers they need while looking for work. More than ever, agencies can benefit from AI and automation to reduce call volume, improve self-service, and empower staff productivity—not just to maintain service levels during low unemployment, but to scale and rise to the occasion of unexpected surges in demand.

Amazon Web Services (AWS) offers a variety of options for building chat-based assistants with generative artificial intelligence (AI) capabilities. The goal of this post is to present in simple words some of these options and what to keep in mind to decide which to use and how to get started.

How can technology leaders rapidly deliver responsible artificial intelligence-based innovation while aligning with the broad spectrum of strict regulatory requirements? The answer is simple: Amazon Web Services (AWS) GovCloud (US) provides the technology that underpins a solid foundation for securely and compliantly building and deploying AI capabilities. Read this post to learn more.

In Modernizing tax systems with AWS, we briefly touched upon infrastructure and application modernization using microservices and serverless architectures. We hear from multiple tax and labor agencies about their desire to move to API-based architectures and adopt new technologies. In this post, we dive deeper into these areas and discuss benefits, approaches, and best practices for building modern tax and unemployment insurance (UI) applications using microservices.