Automated Call Distribution Transformation

About the Program

Category: Information Technology (Best in Category)

Year: 2022

The COVID-19 pandemic brought a significant need to allow Oakland County (OC) staff to work effectively remotely. The overarching goal of Oakland County Information Technology’s (OCIT) Cloud Strategy is the ability to run any time and run anywhere. The need to support citizens calling in to the County call center for assistance, in the light of these times, has given OCIT reason to define a solution for OC staff when remotely working. With a continued focus on Cloud, our strategy states: “As we look toward our future, Oakland County is looking to establish a Cloud Smart approach to application infrastructure”. Through Amazon Web Services (AWS) we found a software-based solution to the hardware-based Telephone Automated Call Distribution (ACD) system. OCIT developed software-based ACD systems to replace the hardware-based ACD systems in place. The new solution provided opportunities to better engage with citizens, provide the modern ability to allow people to not stay on hold waiting for an agent to answer their questions.