Increasing Agent Performance and First Call Resolution
How Aspen helped the Colorado Governor’s Office of Information Technology simplify operations and improve call resolution
Overview
The Governor’s Office of Information Technology strives to create a safer, happier, and more sustainable state by providing a full range of information and community technology services to Coloradans. This includes data centers, servers, mainframe operations, storage, operating systems, and much more. To continue providing exceptional service, they needed a more flexible contact center solution to keep up with growing demands.
The Challenge
Colorado OIT identified the need to move to a cloud contact center. This would simplify and improve overall business operations while providing a more scalable solution to serve customers. The state also needed granular usage billing per agency, and agents were required to have detailed data on a per-caller basis.
The Solution
Aspen deployed Amazon Connect and created a custom CCP (Contact Control Panel) with data lookup, real-time reporting, and advanced integration technologies to better serve agents when taking calls and improve overall call center efficiency.
The Outcome
With Amazon Connect, agents can now operate within one system to take calls and manage customers’ needs, reducing call resolution times and cutting down operational costs. Usage per phone number can now be reported and agents can quickly identify callers and the related queue information for the calls they are answering.
Why they chose AWS
Amazon Web Services Omnichannel features are designed to provide a seamless experience for both customers and agents, simplifying contact center operations while automatically scaling to meet demand.
Why they chose Aspen
Aspen specializes in the deployment and integration of AWS Connect and cloud contact centers, and was able to efficiently provide Colorado Governor’s OIT with a personalized solution that took all of their unique needs into account.
