Contact-Center-as-a-Service technology for agency telecommunication solutions
Several departments within a government agency are co-leading an effort to research and evaluate Contact-Center-as-a-Service (CCaaS) technology for agency telecommunication solutions. This agency has now completed a 30-day limited proof of concept to test CCaaS technology AWS Connect and has expanded this to production deployment. The deployment now connects live callers with National 800 Number Network agents in agency call centers, enabling the agency to experience the technology, call quality, and core capabilities and to further evaluate the technology.
Leidos AWS Collaboration
Due to the success of their proof of concept, the agency worked with Leidos to expand the deployment to live production in February 2023. Leidos evaluated multiple license-modeled products but ultimately chose AWS Connect because of its competitive pricing, usage model, and traffic volume.
Leidos implemented AWS Connect at the government agency in production with 302 agents on March 24, 2023. This small portion of the overall agent population received their AWS softphones and training in February 2023. The LPD is used to educate agency executives on how cloud products are fast to implement, flexible to changes, and stable.
The AWS tools employed by Leidos during the deployment include:
- Lex
- Comprehend
- OpenSearch Service
- S3, Kinesis
- CloudTrail
- CloudWatch
- VPC
- GuardDuty
- Lambda
- Key Management Service
- Security Hub
- Polly
- Kinesis Firehose
- SNS
- DynamoDB
- SES
- Config
- Secrets Manager
- API Gateway
- Athena
- SQS
- CloudWatch Events
- CloudShell
- Glue
- Cognito
- Translate
- CloudFront
- Connect Lens for Connect
Results and Lessons Learned
Deemed a success by agency executives, the Leidos AWS Connect deployment was continued in production for another year. Leidos learned to evaluate usage and license limits in advance because additional licenses were needed to deal with high demand. Dedicated developer enhanced reporting was identified as a need at the start of the project and was ultimately provided.
For more information on our cloud solutions using AWS, please visit leidos.com/cloud or contact us at [email protected].
