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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

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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 Cloud^TM 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.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.