Case Study: State of Louisiana achieves streamlined, scalable and resilient cloud contact centers with Enghouse Interactive CCSP

State of Louisiana - Customer Case Study

The State of Louisiana’s Louisiana Workforce Commission (LWC) Office of Unemployment Insurance faced costly, inflexible legacy call center systems that left agencies siloed, limited self-service for constituents, and couldn’t scale quickly during emergencies. Enghouse Interactive implemented its Contact Center: Service Provider (CCSP) multi-tenant cloud CCaaS to consolidate agency contact centers, enable remote web‑based agents, and shift to an OpEx subscription model.

Enghouse Interactive’s CCSP gave the State a single managed cloud platform used by approximately 150 agents, streamlined self-service and targeted call routing so citizens only reach agents when needed, and provided geographic redundancy and rapid scalability—new contact centers were stood up in as little as two days to handle hurricane-related spikes. The solution improved caller experience and operational visibility with real-time dashboards, reduced capital costs, and enabled business continuity and faster disaster response across agencies.

State of Louisiana

Renita Williams

Director Office of Unemployment Insurance