Deloitte and AWS Collaborate to Enhance Government Contact Centers

ARLINGTON, Va. – August 5, 2024 — Deloitte is collaborating with Amazon Web Services (AWS) on a distinctive Generative AI-enabled experience to help government agencies advance customer service and strengthen public trust through more efficient and supportive digital contact centers.

Building on its award-winning alliance, Deloitte offers government agencies access to AWS Contact Center Intelligence (CCI) solutions and Amazon Connect, an easy-to-use omnichannel cloud contact center service. This includes high-quality, low-cost customer service using technology that can understand customer sentiment, automate basic transactions for workers, analyze contact center trends, and extract insights from customer conversations, among other trustworthy AI capabilities.

Government leaders can choose Deloitte’s TrueServe™ platform, which bundles AWS CCI solutions to provide a smarter and more engaging contact experience, or a tailored approach based on constituents’ needs.

Deloitte’s collaboration with AWS offers clients:

• Proprietary Generative AI technology to help call center agents complete routine tasks and quickly provide complex information to callers;
• Advanced data analytics to support enterprise reporting and decision-making;
• Integrated information from multiple sources to provide agents with a customer-focused console on a single screen; and
• Real-time translation services in the caller’s language of choice.

“A contact center is often the primary point of interaction between a public agency and the constituents it serves,” said Shelly Metschan, principal, Deloitte Consulting LLP, who leads digital contact center services for Deloitte’s government clients. “Every communication is an opportunity for that agency to foster trust by successfully solving someone’s problem and making them feel supported and understood. Digital contact centers built through cloud technologies, when done right, enable and enhance those trust-building interactions.”

In addition to the AI tools necessary to provide satisfying constituent experiences, Deloitte also uses workforce optimization methods with AWS to help contact center leaders forecast advanced demand, optimize scheduling, and streamline interactive contact center training. Deloitte and AWS also provide training and certification programs for government employees that use AWS services.

Organizations currently using Generative AI and other advanced capabilities for their contact center operations are 35% less likely to report that their agents are overwhelmed during calls, according to Deloitte’s “2024 Global Contact Center Survey,” which highlights contact center trends and priorities for customer service providers.

The survey outlines how contact centers using Generative AI to maximize efficiency are outperforming those who have yet to adopt these capabilities. For example, these service innovators were 4.6 times more likely to report excellent customer satisfaction and 2.5 times more likely to report excellent employee satisfaction.

Amazon Connect provides a unified experience where consumers may engage through different communication channels, such as text, call, chat or email, yet agents can handle any of these contacts using one interface. Generative AI and machine learning technologies then help agents access relevant caller information, better understand the issue, and receive guidance on how to resolve it.

Digital contact center solutions enabled by Deloitte and powered by AWS can be flexibly added to existing contact center operations or included as part of a multi-stage cloud transformation journey.

Learn more about digital contact centers by Deloitte and AWS.