Enovational Reinvigorates Unemployment Insurance Call Center for West Virginia

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Washington, D.C.-based tech firm uses Salesforce and AWS technologies to streamline West Virginia’s Unemployment Insurance Call Center, improving and expanding access for residents.

Recently, the team over at D.C.-based tech firm, Enovational, designed and developed a custom solution for the West Virginia Unemployment Insurance Call Center. Using Salesforce technologies and Amazon Connect (an Amazon Web Services product), the team built an online processing system to:

  • Track and intake calls
  • Create call-back priority hierarchies between generalists and specialists
  • Collect and store case information.
  • Seamlessly integrate the product and Amazon Connect, allowing for single sign-on.

Before the onset of the COVID-19 pandemic, West Virginia’s Unemployment Insurance Call Center (the Center) relied on a manual intake process. Now, with expanding benefits in the federal Coronavirus Aid, Relief, and Economic Security (CARES) Act, the Center was set to receive a major surge in calls. In working with Enovational, the West Virginia Unemployment Call Center was able to proactively launch an online system in two-weeks time, helping provide crucial information and guidance for residents of West Virginia.

Josh Spence, from the West Virginia Office of Technology, had this to say about the project: "In response to the disruptive nature of Covid-19 on the State of West Virginia, strong public-private partnerships leveraging Low-code/No-code and AI technology has defined new software expectations, allowing West Virginia to be more responsive to today’s high-tech citizen."

In the wake of the COVID-19 pandemic, it’s more necessary than ever for states to provide fast, secure, and contact-free information and data collection services. Enovational is at the forefront of this effort, currently working across Virginia, Maryland, Delaware, in addition to West Virginia to provide crucial government technology services.

About Enovational Corp.
Enovational is a D.C.-based tech startup and the creator of the Maryland OneStop, among other custom products for state agencies across MD, VA, WV, DE, and D.C.. As one of the fastest growing startups in the DMV, Enovational has grown over 2000% in the past two years, and is projected to continue growing throughout 2020. Enovational stands out from other companies in its intense focus on user-centered design.

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Vlad Enache

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