AWS Solution Helps L.A. County Address Call Wait Times
A partnership between Los Angeles County, Presidio and Amazon Web Services has helped automate response to incoming calls for service, reducing hold and wait times and helping measure customer satisfaction.
After hearing feedback from internal and external customers, Los Angeles County is partnering with two communications providers to deploy technology that will transform its longstanding call center into a contact center.
A call center, officials emphasized to Techwire, merely responds to calls for service, often with human-to-human interaction that, while personalized, may not be the most efficient delivery method. That was the...