County Contact Center Infrastructure Upgrade Case Study

This case study details the upgrade of a county's contact center infrastructure using AWS Connect, facilitated by Red River. The county, recognized as a strategic national asset, faced challenges with its legacy contact center, which limited support for employees and hindered reporting capabilities. In response, county officials sought a modern solution to accommodate their growing population's needs. Red River, an AWS Advanced Consulting Partner, collaborated with the county to gather requirements and develop a tailored plan that included integration with active directory and advanced features like text-to-speech and skill-based routing. The implementation of AWS Connect was completed in eight weeks, resulting in a cloud-based omni-channel contact center. The new system provided improved functionalities, including access to various communication channels and seamless integration with existing IT services. Following the successful project completion, the county is exploring further integrations with ServiceNow and plans to replicate the contact center model at additional locations.