Case Study: Anchorage Water and Wastewater Utility achieves faster, scalable customer service with CTG’s Amazon Connect contact center solution

CTG Enables Anchorage Water & Wastewater Utility’s Contact Center Transformation

Anchorage Water and Wastewater Utility (AWWU) faced a significant challenge when an EPA mandate required them to notify over 12,000 customers about their water service line materials via mail. AWWU needed to ensure superior customer service and minimize wait times to handle the anticipated surge in inquiries, all while strengthening their internal team. They partnered with vendor CTG to optimize their customer service approach for this critical project.

CTG implemented a comprehensive Amazon Connect Omnichannel Cloud Contact Center solution to manage the inquiry surge. The solution was scalable and featured real-time call sentiment analysis and AI-powered tools. As a result, CTG helped AWWU achieve a 100% telephone service factor, 0% abandoned calls, and an average time to answer of under 15 seconds, establishing a modern and scalable contact center foundation for the utility.

Anchorage Water and Wastewater Utility

Sandy Baker

Anchorage Water and Wastewater