Normalized claim
Time: 2-150 minutes decrease
ALDOR increased capacity from 150 to 2,000 calls per day during peak season, cut average call time from 20 minutes to 3 minutes, eliminated wait times, and recovered an additional $1.5M monthly.
Alabama Department of Revenue and Wisconsin Department of Revenue modernize contact centers with Amazon Connect and Amazon Q in Connect
Use case typeContact center modernizationUpdated Jun 13, 2026
State tax agencies modernized legacy contact centers to handle seasonal surges, reduce manual work, and improve resilience for sensitive taxpayer inquiries. ALDOR deployed an AI-enabled IVR in eight days; Wisconsin DOR launched a modernized Amazon Connect contact center in under four months and added Contact Lens and Amazon Q in Connect for analytics and source-cited answers.
- Organization
- Alabama Department of Revenue
- Industry
- Public Sector
- Location
- United States
- Published
- November 2025
Reported outcomes
2-150 minutes
timeTime & speed
−66%time
Strategic outcomes
Speed & agilityDeployed AI-enabled IVR rapidlyScale & capacityExpanded contact center handling capacityCustomer experience & trustEliminated wait times for taxpayersRisk & complianceImproved resilience with no outages
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Time: 66% decrease
Wisconsin DOR achieved 66% cost savings, no system outages in the first year, reduced hold times, and improved QA/onboarding.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Alabama Department of Revenue, Wisconsin Department of Revenue
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Public Sector Blog
ALDOR deployed an AI-enabled IVR in eight days; Wisconsin DOR launched a modernized Amazon Connect contact center in under four months and added Contact Lens and Amazon Q in Connect for analytics and source-cited answers
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 4
- 1Contact Center Modernization
- 2Customer Service Automation
- 3Agent Assist
- Modernize aging contact center systems under tight budgets and seasonal call surges.
- Reduce manual handling and outages while improving scalability, resilience, and consistency for taxpayer support.
- Amazon Connect with AI-powered IVR automation.
- Amazon Q in Connect for source-cited answers from knowledge bases.
- Amazon Connect Contact Lens for call analytics, sentiment analysis, and automated summaries.
- AWS Professional Services support and AWS infrastructure for deployment.
- ALDOR increased capacity from 150 to 2,000 calls per day during peak season, cut average call time from 20 minutes to 3 minutes, eliminated wait times, and recovered an additional $1.5M monthly.
- Wisconsin DOR achieved 66% cost savings, no system outages in the first year, reduced hold times, and improved QA/onboarding.
Architecture
ALDOR implemented a new AI-powered IVR on AWS to automate call handling. Wisconsin DOR deployed a modern contact center on Amazon Connect, using Contact Lens for analytics, sentiment analysis, and automated summaries, and Amazon Q in Connect to answer agent questions from knowledge bases with citations. AWS Professional Services and an implementation partner supported deployment.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
Type: Blog PostPublished: Nov 18, 2025Publisher: AWSEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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