DMV Connect

Transforming DMV Customer Service with Cutting-Edge Amazon Connect Tools

The largest Department of Motor Vehicles (DMV) in the country is powered by a cloud contact center, handling millions of calls annually. It’s powered by DMV Connect, a new and innovative service offering that revolutionizes customer service for DMV organizations.

By deploying Amazon-like tools, we leverage AI to improve the consumer experience by understanding their intentions from the onset. Drawing information from relevant sources, we deliver precise responses and actions, “in the moment”, enabling agents to effectively communicate and address every customer’s needs and thereby enhance the agent experience.

Powered by AWS, DMV Connect seamlessly incorporates AI into your customer experience. Our solution enables agents to work from anywhere, on any computer, offering unparalleled flexibility. Scale effortlessly to manage renewals, registrations, appointments and more, while launching in a fraction of the time compared to traditional contact center solutions.

Decrease Costs, Improve Satisfaction

Shift from self-managed telephony to our managed telephony, reducing IT/telephony costs and complexity. Embrace AI Self-Service Bots to decrease agent costs, improve CSAT, and reduce wait times.

Accelerate Revenue with Streamlined Payments

Say goodbye to barriers in payments – offer Pay by Phone/Chat, accelerating and capturing more revenue.

Transform Record Keeping and Enhance Customer Satisfaction

Move from paper files to web-based, fully integrated CRM capabilities for agent empowerment and improved CSAT.

Enhance Interactions and Efficiency

Eliminate long hold times with callback and self-service options, ensuring improved CSAT and decreased AHT.

Data-Driven Decision Making

Transition from guessing to data-driven insights, enabling quicker reactions, backed decisions, and real-time trend monitoring.

Agile Communication for Maximum Reach

Move from manpower-heavy communication to automated agile communication, reaching out across multiple customer mediums.

50%

reduction in costs

35%

increase in Customer Satisfaction

55%

reduction in call response time

Leveraging Artificial Intelligence

Transform your customer interactions with DMV Connect, bringing the sophistication of Amazon Alexa's digital assistant to your service environment and Amazon Lex. The Natural Language Processing engine is configured for both voice and chat. Just like interacting with Alexa, your customers can now seamlessly engage with the AI-powered assistant, enhancing the overall customer experience.

Analytics and Reporting

Gain unparalleled insights into your customer experience environment with advanced analytics and reporting features. AI analyzes each interaction, providing valuable insights into agent performance, caller behavior, and chat interactions. Monitor trends, set alarms, and stay one step ahead with comprehensive analytics that drive informed decision making.

Visibility

We deliver an automated recording and logging solution that goes beyond basic record keeping. Experience real-time conversion of audio recordings to text, offering a closed-captioning-like feature for every call. This transformative capability provides a wealth of data that can be leveraged by agents in real time. Say goodbye to repetition as agents utilize this text data to enhance customer experience instantly. Dive into post-call analytics to refine agent performance, search for specific keywords, and identify trends for continuous improvement.

DMV Connect Features

  • • Pay Bills

    • Schedule Appointments

    • Renewals

  • • Text

    • Email

    • Outbound Voicemail

    • Outbound Dialers

  • • New Agent Assist Tools, bring the Chat-GPTs of the world to the power of your agents' fingertips

    • New Chat bots, smarter, more intuitive, more flexible, and capable

  • • Callback queues

    • Ai call routing to reduce navigation

  • • Ai agents assist technology to populate suggested documents and articles to agents

  • • Backed by Amazon Web Services own infrastructure

    • Automatic failover to ensure continuous agent availability

  • • Handles all your telephony needs

    • Transfer phone numbers in or out

    • Unique or grouped telephony experience

    • Route VIP or known callers

    • Same triple geographic resiliency

  • • Cloud storage scales infinitely (at a low/nominal cost)

    • Manage lifecycle of recordings for auto moves or deletion

    • Stay compliant, leveraging auto redaction as well as having call recordings searchable by text

  • • Uniquely identify your callers/chatters

    • Gather information, pull up records, or search individual customer profiles

    • Tag, flag, and capture meta data for reporting and search

    • Engage, reach out, or integrate 3rd party information into one single view

  • • Case management tool

    • Low-cost alternative to existing industry tools

    • Keep organized and keep record

    • Assign agents tasks related to cases

    • Improve process flow

    • Customers can create cases by themselves, without the need for an agent to be involved

Our solutions are backed by leaders from Amazon, Avaya, Genesis, Tether, Verint, and more, serving millions of residents nationwide. Our goal is to empower government leaders with cloud technology, artificial intelligence, and bring the power of data and technology to everyone.

Elevate your DMV experience with DMV Connect, where innovation meets excellence in every customer interaction. Contact us to learn how you can transform your DMV operations and deliver unparalleled customer service with the DMV Connect powered by Amazon Connect.

For more information or to request a complimentary consult

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