Enhancing Customer Service at Disability Contact Centers

Last year, we began working with Amazon Web Services (AWS) and InterVision, a leading IT managed services provider, to modernize our contact centers, which coordinate our electronic and telephone communications, and transform the EDD customer and employee experience.

Melissa Stone, Deputy Director of the EDD’s Disability Insurance Branch, was recently onsite at her Fresno office, which serves as the pilot site for this initiative. She said, “Our Mighty 224 Disability office is piloting this technology to gather insights and improve the experience for our customers and agents before rolling it out to the entire Disability Insurance and Paid Family Leave Programs.”

The pilot project represents a significant step forward in modernizing the delivery of services to Californians seeking benefits and other services. The new contact center platform has the potential to streamline operations and improve the overall customer experience by integrating call center and case management systems – enabling representatives to access real-time data and provide more timely and accurate assistance to EDD customers.

The Fresno office is poised to become a model for future contact center enhancements across the state. By leveraging technology and optimizing workflow processes, the project aims to reduce wait times, minimize call transfers, and increase first-call resolution rates.

Melissa expressed confidence in the project's success, citing the dedication and expertise of the team involved in its implementation. She also underscored the EDD's commitment to continuous improvement and innovation in delivering critical services to Californians. With customer service at the forefront, the EDD’s evolving and innovative approach to contact center operations promises to deliver tangible benefits for both customers and employees.