Earlier this year, we began working with Amazon Web Services (AWS) and InterVision, a leading IT managed services provider, to implement Amazon Connect. This cloud-based, modern contact center platform will transform the EDD customer and employee experiences. Amazon Connect will empower our customers with a seamless experience by harnessing the latest technology across voice calls, live chat, chatbot and self-service functionality.
“Amazon shares our commitment to innovation and we are joining forces with them to improve our contact centers,” said EDD Director Nancy Farias.
“AWS looks forward to working with the EDD to deliver a citizen experience that exceeds the expectations of Californians,” said Kim Majerus, VP of Global Education and US State and Local Government at AWS. “Together, we’re taking a forward-thinking approach, aligning with the evolving needs of citizens, while also building a foundation with the most advanced and scalable cloud technology to help the EDD achieve their mission.”
“Ensuring consistent communication is paramount for critical departments like the EDD,” said Jonathan Lerner, CEO of InterVision. “InterVision is proud to team up with AWS and the EDD to modernize the Department’s contact center experience, helping to provide reliable, high-quality access and intelligently automated chat features to streamline customer service for the citizens of California.”
Our agents will have a full view of customer interactions across voice calls, live chat, and chatbots – ensuring a seamless customer experience. Amazon Connect supports many languages, and with natural-language processing, it enables California’s diverse communities to engage with our contact centers in their preferred languages – expanding equitable access to EDD services.
Starting in early 2024, improvements to the Disability Insurance and Paid Family Leave contact centers will be implemented in phases. Work is already underway to analyze the existing systems for all our programs, gather customer insights, and implement design improvements, including scheduled callback features, live chat with agents, and expanded self-service options. These new tools will help EDD agents deliver, and customers receive, the assistance they may need in navigating their benefit claims.
Enhancing the customer service experience is a key focus of EDDNext, a significant modernization effort to improve benefit systems and completely transform the customer and employee experience.