Normalized claim
Customer service scores: 15% increase
“Since the integration, we have observed 15 percent higher customer service scores.”
Peraton improves government contact center agent performance with Amazon Connect and Amazon Q in Connect
Use case typeContact center modernizationUpdated May 15, 2024
Peraton used Amazon Connect to improve government contact center operations for federal agencies by giving agents a single workspace with customer profiles, cases, tasks, and integrated third-party applications. The solution uses Amazon Q in Connect to surface relevant knowledge content and guidance in real time during training and live calls.
- Organization
- Peraton
- Industry
- Public Sector
- Location
- United States
- Published
- May 2024
Reported outcomes
+15%
customer service scoresOther quantified impact
30%agent training time−10%handle time
Strategic outcomes
Customer experience & trustFaster and more accurate issue resolutionEmployee experienceLower mental workload for agentsOther strategic outcomeFaster agent proficiency during trainingCost efficiencyReduced manual search across systems
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Agent training time: 30%
“With Amazon Q in Connect, we shortened agent training time by 30 percent...”
Normalized claim
Handle time: 10% decrease
“...and reduced handle time by an additional 10 percent as agents ramped up...”
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Peraton
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Public Sector Blog
Peraton deployed Amazon Connect Agent Workspace with Customer Profiles, Cases, and Tasks
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Contact center modernization
- 2Customer service automation
- 3Onboarding automation
- Government contact center agents had to switch between multiple systems to find caller context and knowledge.
- New agents faced long training periods and high mental workload when handling complex call types.
- Agencies needed faster, more accurate case handling across many call categories.
- Peraton deployed Amazon Connect Agent Workspace with Customer Profiles, Cases, and Tasks.
- The company integrated ServiceNow data and other applications into the Amazon Connect workspace.
- Peraton used Amazon Q in Connect to recommend knowledge content and actions during training and live calls, and configured step-by-step guides for onboarding.
- Peraton reported 15 percent higher customer service scores after integrating contact center systems.
- Amazon Q in Connect shortened agent training time by 30 percent.
- Amazon Q in Connect reduced handle time by an additional 10 percent as agents ramped up.
Architecture
Peraton configured Amazon Connect Agent Workspace as a unified web-based desktop for government contact center agents. The workspace included Customer Profiles to pull caller data from ServiceNow, native Cases and Tasks for multi-step issue resolution, third-party application support, and Amazon Q in Connect to surface knowledge content in real time. The article also describes no-code step-by-step guides for onboarding and guided workflows within the workspace.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
Type: Blog PostPublished: May 15, 2024Publisher: AWSEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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