Los Angeles County, serving 11 million residents and 112,000 employees, sought to modernize its contact center by integrating cloud-based IVR with on-premise systems to improve efficiency and automate support. Partnering with Presidio, the county used AWS and Presidio’s Cloud Gateway to implement a phased migration, adding features like automated password resets, integrated ticketing, and advanced call routing. The new system deflected 40,000 calls in its first year, cutting hold times from 15 minutes to two. Enhanced with AI-driven transcription and sentiment analysis, the solution improved real-time agent performance, customer experience, and overall efficiency.

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