Case Study: District of Columbia’s government achieves omnichannel contact center improvements with ConnectPath CX

ConnecPath enhance customer, agent and supervisor experience

The District of Columbia’s government required an enhanced user experience for its large Amazon Connect-based contact center but lacked the in-house skills to develop and maintain a custom user interface. They approached ConnectPath to deploy ConnectPath CX, seeking additional omnichannel features, mobile support, and custom functionality to better manage agent and supervisor workflows.

ConnectPath CX was quickly deployed atop their existing Amazon Connect instance, instantly providing advanced call control, supervisor visibility, and custom call flow management. The solution created a true omnichannel contact center, offering real-time dashboards for optimizing agent resources and an open platform for easy future expansion without increasing operational overhead for the customer.

District of Columbia’s government

Shaw Mick

OCTO-Contractor