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Virtual call center streamlines public assistance for Alaskans

How the Alaska Department of Health and Social Services transformed its service experience

Before the COVID-19 pandemic, the Alaska Department of Health and Social Services (DHSS) served clients by phone and through in-person appointments. However, in 2020, everything had to function remotely.

This case study illustrates how the Genesys CloudTM platform, powered by Amazon Web Services (AWS), enabled DHSS to create a statewide virtual call center in the cloud and optimize public assistance for all Alaskans.

Through a global strategic alliance, Genesys and AWS empower smarter customer experiences.

Within a few months, DHSS had already gained multiple advantages, including:

  • Improved client service and operations
  • Support for HIPAA compliance
  • Increased flexibility to meet changing community needs

Download the case study to learn more.