A 168-call cap blocked thousands during outages. Scalable self-service now absorbs spikes, and AI transcription automates agent notes.
An energy and gas utility founded in 1889 provides electricity and natural gas to 800,000 customers across three northwestern US states.
During widespread power outages, call volumes spike to over 10,000 calls within a single hour. The legacy on-premises system could support only 168...
“We switched to Amazon Connect so that we can scale up on demand to receive many more calls a day if there’s a large outage.”
Electricity and natural gas production, transmission, and distribution utility.
Cloud computing platform and on-demand infrastructure services.
Deployed Amazon Connect with Salesforce and provided advisory services for Avista's contact center.
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