Higher Education Organization — Contact Center Modernization
Challenge
Legacy phone system with poor call routing, long wait times, and limited visibility into call center performance.
Solution
Amazon Connect implementation with intelligent IVR, skills-based routing, and real-time dashboards.
Results
- ✓ Improved student and staff call handling
- ✓ Reduced wait times across call queues
- ✓ Real-time supervisor visibility into operations
City Retirement Agency — AI-Powered Member Services
Challenge
High volume of repetitive member inquiries and manual document processing straining staff capacity.
Solution
Conversational AI for self-service and automated document processing pipeline on AWS.
Results
- ✓ Routine inquiries deflected to self-service
- ✓ Staff able to focus on complex member cases
- ✓ Faster document processing turnaround
Non-Emergency 311 Agency — Call Deflection & Self-Service
Challenge
High call volume for non-emergency city services, long hold times, and limited after-hours availability.
Solution
Amazon Connect with AI-powered call deflection, IVR self-service, and after-hours virtual agent.
Results
- ✓ Significant call deflection to self-service channels
- ✓ Improved citizen experience and satisfaction
- ✓ 24/7 availability for common service requests
Transportation Agency — Amazon Connect Migration
Challenge
Legacy contact center system limiting agent effectiveness, with fragmented workflows and no integration with third-party service tools.
Solution
Migrated to Amazon Connect and integrated third-party tools directly into the agent workspace, giving agents real-time access to the data they need to resolve calls faster.
Results
- ✓ Agents empowered with integrated 3rd-party data
- ✓ Reduced handle time and improved first-call resolution
- ✓ Modernized contact center off legacy infrastructure
Tax Collector Agency — Remote-Ready Contact Center
Challenge
Seasonal call volume spikes overwhelming staff, with limited remote work capability on legacy systems.
Solution
Amazon Connect replacing legacy system, enabling remote agents and elastic capacity scaling.
Results
- ✓ Staff working remotely during peak seasons
- ✓ Elastic capacity handling volume spikes
- ✓ Reduced overtime and operational strain
City Agency — AWS Cloud Migration & Network Infrastructure
Challenge
Legacy on-premises infrastructure limiting scalability, visibility, and operational growth across agency departments.
Solution
Full AWS cloud migration with purpose-built network infrastructure to support expansion and growth, incorporating observability and monitoring throughout.
Results
- ✓ Modernized network infrastructure enabling agency-wide scalability
- ✓ End-to-end observability with real-time monitoring across all workloads
- ✓ Reduced operational overhead through cloud-native managed services
- ✓ Foundation established for continued growth and future capability expansion