Disability Contact Center Upgrades That Put You First

Published: December 31, 2024

This year, we started to upgrade our disability contact centers to the Amazon Connect platform to improve the customer experience—making communication smoother and helping us deliver services faster. So far, we’ve had a strong start with all disability offices now using this new system.

Milestones

• Amazon Connect Launch- In late November 2024, we rolled out a new automated phone system with secure, self-service options for disability customers, also commonly known as an Interactive Voice Response (IVR) system. You can now check claim and payment statuses in English or Spanish.
• Unified Systems- All disability service calls are now through Amazon Connect and supported with Salesforce technology and systems.

Coming Next

• More Feedback- A new survey will give us better insights into your experience with the new system. That way, we can continuously improve as a result of your feedback! Our Chico office will host the first pilot.
• Expanding Services- We’ll start adding Non-Industrial Disability Insurance, and both disability and Paid Family Leave State employees into the automated phone system.

We’re excited to keep improving our contact centers. Stay tuned for more updates next year!