IVR Modernization on AWS: A Case Study |

▤ Summary

A federal government agency modernized its contact center to improve support for its global help desk. INI migrated the service center application to Amazon Connect and built an intelligent routing solution using Amazon Lex. The new setup lets callers speak the product they need help with and routes them directly to the right queue. The project also preserved core telephony features such as screen pops, whisper transfer, and estimated wait times. The result is faster service, better routing accuracy, and a smoother caller experience.

▦ Linked Companies

Interactive Northwest

$1M to $5M