Government
Cloud-based solutions tailored to help government agencies meet their goals while delivering the best experience to their clients – at lower costs.
Security & compliance
Aspen understands how to navigate the complex landscape of federal, state, and local regulatory requirements. Because every implementation is different, Aspen works directly with your teams to define the best solution to deliver on your unique compliance needs. Aspen’s experienced team is well-versed in building in FedRAMP boundaries while delivering custom user interfaces that meet Section 508 accessibility rules.
Reliability
As government agencies migrate their services to the
cloud, Aspen has the expertise to ensure that resiliency is part of the design. From distributed systems to recovery planning, Aspen helps government agencies plan for failure so that their constituents can rely on the services provided. Aspen architects solutions with redundancy and scalability built into the design, ensuring that agencies can innovate without constraint.
Operational excellence
Contact centers for government agencies require a unique level of process. Aspen helps organizations create and execute internal mechanisms to automate changes, respond to events and manage day-to-day operations. Aspen is well-versed in contact center management needs and can help government IT organizations provide tools, like keyword dashboards, sentiment analysis, and contact experience data.
Cost optimization
Government agencies are held to a different accountability when it comes to spend. Aspen helps organizations accurately forecast operational spend with AWS and optimize the AWS services that deliver greater ROI for taxpayers. With a consumption-based cost model and menu-based pricing for implementation services, agencies have complete transparency
around their contact center expenses.
Aspen solution delivery
-
For reporting purposes, a state government entity required their call center data be ingested into a Tableau instance. To fulfill this requirement, Aspen implemented our Aspen Report Organizer solution. It normalizes raw data coming from Amazon Connect into a format easily queried by Structured Query Language (SQL) and makes the data queryable via Amazon Athena. Amazon Athena is then queried by the client’s Tableau team to perform analytics on the call center data.
In summary, Aspen’s Report Organizer solution takes all the data generated from multiple data sources and flattens it, making it queryable with Business Intelligence (BI) tools. Out of the box, Amazon Connect produces records that are bundled together and are not easily consumed by BI tools. Our solution allows almost any BI tool to query the output data with an ODBC connector.
-
For one of Aspen’s government clients, the main customer support line is 100% callback-based. To enhance this system’s capability, our team implemented the Aspen Callback Manager solution, which is comprised of a number of powerful features. Logic is in place to prevent duplicate calls in the callback queue, provide an estimated wait time, and a pre-call Short Message Service (SMS) message to confirm that a callback is still necessary.
-
Aspen has implemented an Aspen Question and Answer (AQNA) bot to handle call deflection and call routing . This bot is accessible from the main menu of the Interactive Voice Response (IVR) and interaction with it is required in order to reach an agent outside of self-service error paths. The AQNA bot serves useful Frequently Asked Questions (FAQs) to the customers as well as provides Short Message Service (SMS) links so the customer can go online to solve their problem. In the event that a customer wants to speak to an agent, the bot is developed to handle routing of the caller to the proper callback queue. If the customer’s needs can be handled via self-service contact flows, the customer is prompted if they would like to proceed with that route. Reporting and analytics for the AQNA bot lives in Kibana. Data is collected for bot performance and deflection and is used to enhance the accuracy of the bot’s comprehension.
Case Study
County of Los Angeles
The challenge
LAISD was looking for a way better to serve callers on informational lookups and any technology-related problems. During peak hours, call hold times were long, and self-service options were limited, resulting in costly service and low customer satisfaction.
The solution
Aspen implemented Amazon Connect in the LAISD call center, allowing calls to be more efficiently routed, with Lex enabled AI handling the majority of the calls through self-service options.
Aspen built an integration using Lambda with Cherwell (now Ivanti) for tickets and IT self-service to help county employees experiencing IT issues to log in, get answers with common and easily handled support requests, and track more complicated issues.
Aspen integrated with Kibana/Elasticsearch to create real-time dashboards for sortable charts, graph s, maps, metrics, and searches. Kibana allowed LAISD management to take control of on-call reporting, quality management, workforce management, analytics, and advanced reporting with all the daily data. This information helped them identify problems and areas where they could improve.
This solution also provided sentiment analysis and real-time feedback on whether a customer was happy, frustrated, or angry during their call.
Our public sector practice
Customer Experience Consulting
As the world of CRM and Contact Center move closer, we are crafting solutions for clients that dramatically lower costs and improve customer satisfaction. We take a results-based approach, lending our platform-specific experience and AI/Automation expertise to help you achieve your vision. Aspen will partner with you the whole way to define goals and deliver a roadmap to achieve results.
Integrate and Deploy
Time is a non-renewable resource. Stop wasting it on things that are easily replicable with automation and AI solutions. Aspen can instantly make you more productive by weaving seamless integrations across platforms and wrapping automation around workflows to eliminate tasks that eat up precious time. Our experts give you rapid results, with solutions that are up and running in weeks,
not months or years.
Ongoing Support and Business Partnership
Your business will evolve. It’s important that your Customer Experience and CRM solutions evolve with it. Aspen provides a single point of contact for support, guidance and rapid Cloud evolution. Everyone has felt the pain of being hampered by legacy systems that drag behind the rest of the business. With Aspen at your side, you never have to worry about falling behind again.
