West Virginia Leverages the Cloud to Handle Flood of Unemployment Claims

Traffic began to spike at West Virginia's unemployment insurance (UI) call center as citizens applied for benefits during the COVID-19 pandemic. By the second week of April, the state’s existing UI call centers received 77,000 calls, overwhelming its legacy call center platform.

The state implemented Amazon Connect approximately 72 hours later.

By April 20, the new Amazon Connect was fully rolled out and processed a record 61,252 calls in one day.

CLICK HERE TO READ THE ENTIRE CASE STUDY