Category: Contact Lens for HAQM Connect

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 HAQM Web Services (AWS) Partner SoftwareONE to migrate its crisis hotline to HAQM Connect in the AWS Cloud, United Way now boasts enhanced call routing, data collection, and supervisory tools. Read this post to learn more.

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.

With the help of Kyndryl and HAQM Web Services (AWS), Arizona’s Motor Vehicle Division (MVD) migrated its business service desk into HAQM Connect to improve customer service, increase efficiency, and save costs. Read this blog post to learn how the MVD continues innovating and enhancing services to better serve the people of Arizona.