Case Study: California DMV

A revolutionized cloud contact center migration that rapidly reduced costs by over 50% and increased customer satisfaction scores – all in under 90 days

Overview

California’s Department of Motor Vehicles is the largest DMV in the country, serving approximately 39 million residents, with three locations and 800 agents. The California Department of Motor Vehicles is the state agency that registers motor vehicles and boats and issues driver licenses in the U.S. state of California. It regulates new car dealers, commercial cargo carriers, private driving schools, and private traffic schools. When the COVID-19 pandemic hit, prior pain points of extremely long hold times and extremely low customer satisfaction scores worsened and drove the CA DMV to find a new contact center solution.

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