Key highlights
25%
Higher citizen satisfaction scores
30%
Lower OPEX by eliminating on-prem infrastructure
5x
Increased call-handling efficiency with the existing call center agent workforce
Summary
Zensar helped a leading US city modernised its ageing contact centre infrastructure with AWS Connect to deliver faster, more reliable citizen services while reducing operational complexity. The transformation improved scalability, enhanced agent productivity, and elevated the citizen experience, resulting in a 25% rise in satisfaction scores, a 30% reduction in operating costs, and a fivefold increase in call-handling efficiency with the existing workforce.
Client overview
The client is one of the largest American cities, home to more than 1.5 million residents and employing over 15,000 individuals across general administration, fire and police departments, public utilities, libraries, and parks and recreation facilities. The city administration faced increasing challenges in managing its contact center operations because outdated technology no longer met scalability and performance requirements, driving up costs and creating operational hurdles.
Challenges
Inefficiencies due to obsolete technology
Suboptimal citizen experience: Citizens experienced long wait times of over an hour and inconsistent problem resolution, leading to frustration.
Limited scalability: Existing on-premise solution could not scale effectively to handle peak call volumes.
High maintenance costs: Aging infrastructure required frequent maintenance and updates, with many unresolved vulnerability issues.
Lack of flexibility: Existing technology could not integrate with newer communication channels such as chat and email.
Solution
Migrating to a modern, cloud-based contact center
Zensar proposed migrating the city's contact center to AWS Connect, a modern cloud-based platform, to enhance citizen satisfaction, streamline agent operations, and reduce costs. The engagement followed a discovery-planning-implementation approach. Discovery mapped the operations of 377 agents and 85 supervisors across five departments serving citizens in English and Spanish over voice and chat. Planning prioritized reducing call drops, improving issue disposition accuracy, and giving supervisors real-time visibility into call volumes. Implementation delivered the platform migration, custom integrations, omnichannel support, real-time analytics, and AI-driven automation.
Platform migration
Transitioned from the incumbent call management solution to AWS Connect's cloud-based contact center.
Custom integrations
Built custom integrations with Salesforce, SAP, eMite, Calabrio, Pay by IVR, Accella, and PTS.
Omnichannel support
Enabled unified voice, chat, and email communication through a single interface.
AI and real-time analytics
Leveraged Amazon Connect for real-time dashboards and Amazon Lex for NLP-driven automation of routine inquiries.
Business outcome
The AWS Connect migration transformed the city’s contact centre into a modern, scalable, and citizen-centric service platform. By leveraging cloud technology, automation, and intuitive agent tools, the city enhanced service delivery, improved workforce productivity, reduced operational complexity, and established a resilient foundation for delivering consistent, high-quality citizen experiences.
Key results
25% increase in citizen satisfaction
50 minutes to 7 minutes average response time
70%+ to 23% reduction in abandoned calls
30% reduction in operational costs
5x Increased call-handling efficiency with the existing call center agent workforce