Statewide Contact Center Migration
Call centers moved to AI-powered Amazon Connect in 4 months, cutting handling time 40%
The problem
Colorado's call centers ran on aging telephony contracts with no queue visibility, no omnichannel support, and no way to scale when call volumes spiked, which they did, dramatically, during the pandemic.
What I did
We migrated 22 call centers from Genesys to Amazon Connect in 4 months, layering in AI-powered omnichannel capabilities: intelligent routing, chat, and self-service. The rollout wasn't mandated; we proved value center by center until demand pulled the remaining migrations forward.
Impact
Average handling time dropped 40%, agents could work remotely during COVID, and the state gained a modern, elastic contact-center platform in a single budget cycle.