Transforming student communications: How Dallas College modernized its call center with AWS
Public Sector Blog
Dallas College transformed its struggling call center by implementing an AWS-powered solution using Amazon Connect, dramatically improving student communications and operational efficiency.
- Previously faced 1-hour hold times and 30,000-50,000 monthly calls
- Implemented Amazon Connect in just four months
- Reduced agent handle times by 120%, from 30-120 minutes to 5-30 minutes
- Integrated QnABot and Amazon Kendra for AI-powered student support
- Can now send campus-wide alerts to 140,000 students in 10 minutes
Future plans include expanding to an omnichannel communication platform and exploring generative AI technologies to further enhance student engagement.
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