DTS replaced the centralized call center management system that assists with call-center activities to connect citizens with state services. The team successfully migrated all agencies from the existing Genesys Pure Connect on-prem contact center to the Genesys Cloud Contact Center solution. Implementation began in February 2024, with the final install this month.
- 29 agencies migrated
- 1,750 Call Center agents utilizing the system
- 2,600 phone numbers ported from the old system
- 900 users migrated to cloud for telephone services
This project was a huge success. Thanks to Debbie Bauman, Aaron Lael, Breanne Taylor, and the Voice Operations, Project Management, Provisioning teams