Santo Domingo, República Dominicana - [21/3/2025] - With the aim of driving digital transformation in the public sector, we hosted an exclusive meeting with Amazon Web Services (AWS) entitled “Revolutionizing Citizen Service with Amazon Connect”, where we explored the opportunities and benefits of adopting a Contact Center as a Service (CCaaS) model as a key tool to optimize omnichannel citizen service.
The activity brought together technology leaders representing government institutions and experts in public innovation interested in learning first-hand how Amazon Connect, the cloud-based contact center solution from AWS, can become an accelerator to improve the citizen experience, increase operational efficiency and ensure a more agile, personalized and secure service.
During the event, our Executive Vice President, José David Montilla, highlighted the potential of this technology to transform the way in which public institutions interact with citizens. "Today more than ever, governments need intelligent tools that allow them to listen, respond, and anticipate people's needs. Amazon Connect represents a concrete opportunity to take citizen service to another level, integrating channels such as voice, chat, SMS, email, and social networks into a single scalable and secure platform," said Montilla.
For his part, AWS Channel Manager José Azor presented the technical components and competitive advantages of Amazon Connect, highlighting successful use cases in the region. “We are talking about a flexible solution, based on artificial intelligence and machine learning, which allows institutions to quickly adapt to the demands of the current digital environment, without the need for large investments in infrastructure” said Azor.
The event is part of the collaboration strategy between Integratec and Amazon Web Services (AWS) to promote the adoption of emerging technologies in the Dominican public sector to strengthening transparency, efficiency, and proximity to citizens
