Enhance resident engagement and service delivery
Improve responsiveness, accessibility, and satisfaction with cloud contact center modernization, AI-driven self-service, and integrated digital engagement solutions offered through the Georgia Technology Authority Contact Center Contract.
Contract Number: 98000-0000005215-AVT
Helping Georgia agencies modernize resident services
Today's residents expect the same convenient, personalized service they receive from leading commercial organizations, with the ability to access information, resolve requests, and engage through modern digital channels, self-service, and AI-powered support.
Through the Georgia Technology Authority (GTA) contract, TTEC Digital helps agencies meet these expectations while addressing rising demand, workforce challenges, and budget constraints. Our cloud contact center, AI, automation, and omnichannel customer experience solutions improve accessibility, increase operational efficiency, and enhance resident satisfaction.
Five modernization priorities for Georgia agencies
Deliver connected resident experiences
Provide seamless service across voice, chat, SMS, email, and digital channels so residents can interact with government on the channel they prefer.
Solutions
- Omnichannel engagement
- Journey design
- Accessibility improvements
- Modern cloud contact centers
Expand self-service while reducing call volume
Automate routine interactions so residents receive immediate answers while agents focus on more complex requests.
Solutions
- Conversational AI
- Intelligent IVR
- AI virtual agents
- Resident portals
- Knowledge management
- Natural language voice automation
Empower government employees
Equip agents with the tools and information they need to resolve issues faster and improve first-contact resolution.
Solutions
- AI Agent Assist
- Unified desktop
- CRM integration
- Workforce optimization
- Analytics
Streamline operations
Reduce manual work, simplify processes, and improve efficiency across the contact center.
Solutions
- Workflow automation
- Intelligent routing
- Performance analytics
- Workforce management
- Operational reporting
Adopt AI responsibly
Deploy AI solutions with the governance, transparency, privacy, and security required for government environments.
Solutions
- Human-in-the-loop AI
- Increase workforce productivity and operational efficiency
- AI governance
- Responsible automation
- Secure cloud architecture
Modernization opportunities across Georgia agencies
Whether your agency supports benefits, licensing, workforce programs, or other resident services, contact center modernization can improve service delivery while reducing operational complexity. The following examples illustrate how Georgia agencies can apply AI, automation, and cloud CX technologies to common resident service challenges.
High-volume resident services
Agencies managing large call volumes often struggle with long wait times, repetitive inquiries, and seasonal demand spikes. AI-powered self-service and intelligent routing help residents get answers faster while allowing agents to focus on more complex issues.
Example agency: Georgia Department of Labor
Modernization opportunities
- Claim status self-service
- Conversational AI
- Proactive SMS notifications
- AI Agent Assist
- Workforce optimization
Potential outcomes
- 20–40% call containment
- Reduced wait times
- Higher first-contact resolution
- Improved resident satisfaction
Benefits administration
Benefit programs require secure, accurate, and timely interactions while serving residents across multiple channels. Digital engagement and workflow automation simplify benefit delivery while reducing contact center demand.
Example agency: Georgia Department of Human Services
Modernization opportunities
- Benefit status automation
- Digital document collection
- Omnichannel engagement
- Intelligent routing
- AI knowledge management
Potential outcomes
- Increased self-service adoption
- Faster case resolution
- Reduced operating costs
- Better constituent experiences
Licensing, registration and appointment services
Licensing and registration agencies often manage appointment scheduling, renewals, and status inquiries. Intelligent automation helps streamline these high-volume interactions while improving convenience for residents.
Example agency: Georgia Department of Driver Services
Modernization opportunities
- Appointment automation
- Virtual assistants
- Callback technology
- SMS reminders
- Intelligent routing
Potential outcomes
- Shorter wait times
- Fewer call transfers
- Improved appointment management
- Higher customer satisfaction
Why agencies choose TTEC Digital
Modernizing government service requires more than implementing new technology.
For more than 40 years, TTEC Digital has helped organizations transform customer experience by combining CX strategy, cloud technology, AI, analytics, and managed services into end-to-end modernization programs.
Powered by the industry's leading CX platforms
Our strategic partnerships with leading providers enable agencies to build technology ecosystems tailored to their mission and operational needs.
Proven modernization outcomes
Disaster Response
Rapidly scaling resident support during a major emergency
Activated a cloud-based contact center to support residents affected by a large-scale disaster, deploying more than 600 U.S.-based remote associates who handled 287,000 calls in five months while maintaining 90%+ quality performance.
Texas Health Benefits Pool
Strengthening service continuity through cloud modernization
Migrated an on-premises contact center to Genesys Cloud to ensure uninterrupted member service during emergencies, reducing telecommunications costs by 61%, decreasing talk time by 54% through IVR verification, improving employee onboarding by 31%, and enabling a flexible remote workforce.
Statewide Government Contact Center Modernization
Transforming resident service through a statewide cloud contact center
Designed and implemented one of the nation's largest FedRAMP-authorized Genesys Cloud deployments, modernizing customer engagement across 22 state agencies and approximately 5,000 agents through a multi-year statewide transformation program.
Texas Health Benefits Pool
Strengthening service continuity through cloud modernization
Migrated an on-premises contact center to Genesys Cloud to ensure uninterrupted member service during emergencies, reducing telecommunications costs by 61%, decreasing talk time by 54% through IVR verification, improving employee onboarding by 31%, and enabling a flexible remote workforce.
Available through the Georgia Technology Authority contract
Once your agency is ready to modernize, the GTA contract provides a streamlined procurement path to TTEC Digital's contact center, AI, consulting, implementation, and managed services.
Resources
