Virtual Call Center Streamlines Public Assistance for Alaskans
You’ll notice this content has the Avtex logo on it. In the TTEC Digital family, Avtex is the expert in end-to-end CX design and orchestration. Every time you engage with TTEC Digital this expertise helps us deliver an unrivaled combination of leading innovations, deep partner ecosystems, and technical know-how to solve your CX challenges.
For years, the Alaska Department of Health and Human Services (DHSS) has served citizens through phone and in-person appointments. After the pandemic made this slow and cumbersome process unsustainable, DHSS consulted Avtex and Genesys to transform its service experience through the creation of a modern, full-service virtual contact center.
Read the full DHSS case study featured in Government Technology here.
There is no longer a need to wait in a crowded lobby or even wait on the phone. The [virtual call center] offers the opportunity for a callback without losing their place in queue. I'm excited that the [agency's Division of Public Assistance] is now able to offer this tool which will help us to achieve the best possible outcome for each Alaskan who is in need of assistance.Shawnda O'Brien, Director of DHSS Division of Public Assistance