Case Study: Large Virtual Call Center (Alaska DHSS) achieves streamlined statewide public assistance and faster processing with Genesys Cloud CX

How a Virtual Call Center is Helping Alaska Provide Better Public Assistance

The Alaska Department of Health and Social Services (DHSS) Division of Public Assistance faced a fragmented, paper-heavy phone system across 10 offices that caused long delays, confusing contact points and slow case processing—problems made worse by the COVID-driven shift to remote work. After finding an on-premises solution couldn’t integrate with their eligibility workflows, DHSS selected Genesys Cloud CX on AWS with implementation support from Avtex to build a single statewide virtual call center.

Launched in April 2021, the cloud-based VCC provides one toll-free number, intelligent routing, callback options and integrations that surface client data to agents, enabling remote work and faster, secure processing. Within six months the team grew from 15,000 to 23,000 calls per month, handled more than 7,300 applications monthly and approved about 6,600 clients each month, while reducing wait times, cutting manual work, consolidating phone systems and improving operational agility and compliance.