ScaleCapacity Earns Amazon Connect Customer Competency — Our 10th AWS Designation
A year ago, six out of every ten calls to the Oklahoma Tax Commission went unanswered. Today, that number has dropped to one in ten — and the agency is fielding nearly twice as many calls overall. That turnaround is the kind of result behind the announcement we're sharing today: ScaleCapacity has achieved the Amazon Connect Customer Competency, our 10th AWS Competency designation.
AWS grants the Customer Competency only to partners who can show a sustained track record of successful Amazon Connect implementations — validated technical depth, proven delivery methodology, and, most importantly, measurable customer outcomes. For us, it's recognition of work we've been doing for years: helping organizations, especially in the public sector, tear out legacy call routing and rebuild contact centers around the people they actually serve, using cloud-native infrastructure, automation, and AI-powered tools like Connect AI in Connect and Contact Lens.
Oklahoma Tax Commission: rebuilding taxpayer support from the ground up
The OTC engagement is the clearest example of what that looks like in practice. Rather than layer Amazon Connect on top of the old routing logic, we redesigned the experience around taxpayer needs. The results in the first full year:
Answered calls rose from roughly 305,000 to 551,481. Call abandonment fell from approximately 60% to 11.07%. Average time to answer dropped to under six minutes. The agency also gained a dedicated Spanish-language queue and, for the first time, real visibility into taxpayer demand and contact center performance. AWS published the full case study here.
Idaho Department of Health and Welfare: a 500-agent migration without missing a beat
Migrated 500+ agents across four divisions off NICE inContact and onto Amazon Connect, due to in part to diligent and collaborative planning. We deployed self-service IVR, outbound SMS, automated callbacks, bilingual support, Contact Lens analytics, and Amazon Connect Data Tables — giving the department a modern platform built to keep evolving, not a one-time swap.
Oklahoma EGID: quality coverage on every single call
For the Oklahoma Employees Group Insurance Division, we moved 45 agents across four departments onto Amazon Connect and layered in Connect AI in Connect, Contact Lens, a Unified Agent Workspace, and stronger identity and access controls. The standout number here: automated quality evaluations now cover 100% of calls, not a sample — giving supervisors full visibility instead of a snapshot.
Iowa Department of Transportation: 200+ agents, ten call flows, zero downtime
Partnering with AWS Professional Services, we brought more than 200 agents statewide onto a new Amazon Connect platform and cut over all ten call flows in a single go-live — with zero downtime. For a statewide service that residents depend on, that's the whole point: modernization that nobody outside the project ever notices happening.
Oklahoma ABLE Commission: a first contact center, built right the first time
Not every engagement is a migration. For the Oklahoma Alcoholic Beverage Laws Enforcement Commission, we built their very first contact center solution from scratch on Amazon Connect — skill-based routing, queued callbacks, automated case notes, and operational dashboards — proof that the same platform scales down to a first deployment as effectively as it scales up to hundreds of agents.
What this means going forward
Ten AWS Competencies is a milestone we're proud of, but the number that matters more is the one at the top of this post: real people getting through to the help they need, faster. As we mark this achievement, we're grateful to the customers, partners, and team members who made it possible — and we're already looking at the next wave of organizations ready to modernize their contact centers with Amazon Connect, intelligent automation, and cloud-native design.
If your organization is weighing a contact center modernization, we'd welcome the conversation.