Rapidly unlock and secure the full potential of Amazon Connect with Waterfield Tech’s Xcelerator, tailored specifically for government entities. From platform setup to project oversight, leverage comprehensive features including omnichannel and self-service, agent productivity tools, analytics and insights. Get custom applications that align with your security and compliance requirements for the select features that Amazon Connect does not support for government entities. Quickly Xcelerate your implementation of Amazon Connect. Effortlessly deploy and expedite digital innovation.

• Simplify complex system implementation and gain continuous operation innovation.
• Encompasses a wide array of features and configurations.
• Get a tailored package and custom configurations aligned with your government goals.
• Transform your contact center and constituent experience.

Key Advantages

Ensure Constituent Satisfaction

• Manage dynamic call volumes efficiently and effectively with real-time monitoring and meet high standards of service delivery.
• Minimize long wait times during peak periods such as tax season, open enrollment, or when there are significant policy/regulation changes and/or emergencies.
• Meet and exceed service quality, responsiveness, and resolution times with a citizen-centric approach.

Maintain Strict Security and Meet Compliance Regulations

• Safeguard sensitive citizen data and comply with strict regulations including FISMA, HIPAA, FedRAMP, PCI DSS, GDPR, and NIST and beyond.
• Ensure public trust and confidence in operations.

Optimize Infrastructure for Agility and Cost Efficiency

• Integrate seamlessly with existing CRMs and core government platforms for a unified citizen experience across all channels and divisions.
• Manage costs while streamlining processes across the complexity of disparate entities.
• Adapt to technological advances more quickly to meet changing citizen demands.

Transform Citizen Engagement With Omnichannel Capabilities

• Provide high quality, consistent, personalized constituent communication/assistance leveraging voice, chat, and other channels.
• Maintain transparency, accountability, and accessibility.
• Elevate and modernize your government entity brand while enhancing citizen interactions using Amazon Polly for lifelike citizen support.

Streamline Workflow for Operational Efficiency

• Leverage automation and ensure inquiries promptly reach the most qualified agents with intelligent routing.
• Design contact flows and onboard agents in a matter of minutes.
• Meet staffing needs.

Derive Actionable Insights for Continuous Improvement

• Deploy AI powered insights*, analytics, and call transcription.
• Track key metrics, identify trends, and enhance performance.
• Integrate with other applications that align with security and compliance requirements.

Scale When You Need To

• Leverage a full range of expert resources, technical support, and advice on evolving your platform.
• Go beyond simple implementation and native capabilities and custom applications if you wish.
• Transform performance to create more engaging constituent experiences.

**Note: Certain Amazon Connect features are not supported for government entities (Amazon Lex, Contact Lens, Amazon Q, Amazon Connect Voice ID, and others.) But Waterfield Tech can help. **

Why Waterfield Tech

Waterfield Tech transforms customer engagement for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled customer experience solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce.

Your AI Outfitters

The race to leverage AI has already begun. With multiple paths to the summit, you need to find the one that’s right for your government organization. As your AI Outfitters, we help you pick the right path and arm you with the tools, talent, and techniques to evolve your contact center into an AI first customer experience.

Unparalleled Expertise in Contact Center

Nobody knows government contact centers like us. Our premise, hybrid, and cloud native platform expertise coupled with hands on experience in your vertical combine to create a unique skill set.

Trusted Advisor for the Full Stack of Managed Services

Built on a legacy of trust, our enterprise focused IT Managed Services program proactively addresses the government institution’s technology challenges. Our proven, scalable approach to modernizing organizations’ technology stacks streamlines issue management and remediation, identifies cost optimization, and aligns with your organization’s readiness and appetite for change.