When the COVID-19 pandemic upended America, the Small Business Administration (SBA) realized it was facing its own potential crisis.

Saddled with legacy technology, the agency that distributes loans to millions of small businesses needed to suddenly scale up a call center to handle inquiries from distressed business owners. The need was urgent; the deadline was immediate.

SBA officials soon turned to Amazon Connect, an artificial intelligence-powered cloud contact center that provides omnichannel customer experience across voice, chat, and text. It was fast, cost-effective – and it worked.

Download the SBA Case Study to get full insights.