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How the City of Atlanta transformed its Department of Customer Service with Amazon Connect

Public Sector Blog

The City of Atlanta transformed its Department of Customer Service by migrating to Amazon Connect, a cloud-based contact center solution that dramatically improved service delivery and operational efficiency.

  • Replaced legacy on-premises system with a scalable, cloud-based platform
  • Handles over 30,000 monthly transactions across 11 city departments
  • Reduced agent after-call work by 50% and improved multi-channel communication
  • Successfully managed increased call volumes during the COVID-19 pandemic
  • Enabled real-time metrics, instant queue creation, and faster citizen service

The new system provides resilient, flexible infrastructure that positions Atlanta to handle future events like the 2026 FIFA World Cup while delivering more responsive public services.

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